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One extra thing to add - if your company support line uses a script, the CEO has to use it and see how incredibly frustrating it is for both customer and suppor

by taurath 13y ago

One extra thing to add - if your company support line uses a script, the CEO has to use it and see how incredibly frustrating it is for both customer and support personnel. Its well past time to let people be human beings to each other again.

ekianjo 13y ago
Scripts are useful to get people with little experience or knowledge get on board to provide basic support. That's because people doing support usually don't stay very long in their jobs. EDIT: and it's also better to provide a consistent support experience, without huge variations from one individual to another.
- nodata 13y ago
  But it's normally consistently bad (unless you try shibboleet)
- fossuser 13y ago
  I'd argue a big reason people probably don't stay very long are because they're working somewhere that's forcing them to use a script.
iwwr 13y ago
Scripts and checklists can scale better if the support staff and client base is large.