Marking Variable Name Issues (Attempt #2)

[C-croft]

Been there. Businesses define scripts for both Legal and Financial reasons. To business, Customer Support people are just human machines to be programmed without empathy or reason. "Just read the script"

Though contrary to popular belief, it's not so much a script as a flow chart, where the CSR isn't permitted to deviate from legally sanctioned vocabulary. Smart CSR's just know when to cut the cowpies questions, and will willingly take the Quality review wrist-slap for skipping it just to not make the customer angry.

There's also the flipside of it, when the customer is being belligerent and demanding unreasonable course of action ("I want to speak to your manager, CEO, office of the president, etc") that the CSR isn't permitted to do without 100% of the "script" being followed. So yeah if you're being treated like an idiot, it's because the agent on the other side of the phone isn't allowed to care.

This. Because I totally understand what you are saying Maelwys, but I totally understand the reason for the template. And with you being in IT support like I am, neither of us should be surprised.

PS, for the record, I loved your response.