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Originally Posted by CapeDawg
It ridiculous, because they all work from a script, and if you knock them off that script with questions, they sit there like deer in the headlights. And then go right back to the script, where they left off, even when it isn't pertinent. But then off course, if you take the script away and they have to think a little, the answer is always 'sorry sir, I can't help you, the problem is yadda yadda, and there will be a incident report filed, here is the reference #, please call back and talk to someone else.'
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I've been in IT for almost 20 years now and that is how its ALWAYS been done. Way before they outsourced over seas, level one tech support always read from a script and got just as confused when they had to deviate in any way from the script.
Honestly, other than the language barrier, I don't see much difference in the way Tech Support is working. Its always worked like that