> I'm not the type to get bitchy with customer service reps. I've managed teams that do that job, and I know how scripted their support has to be.
"has to be" burns. It could be different. Why is a script essential? These support scripts drive me crazy. I would probably melt down in the OP's case.
Answers like "they allow less skilled first line workers" don't count because one could hire skillful people to solve problems on first contact.
Recently we had to deal with amazon. And we try not to Karen when we call any customer support. But man does the getting audibly angry and asking for a manager actually get the ball rolling. There's a reason people do this, and the reason is because companies don't care until you show some anger.
"has to be" burns. It could be different. Why is a script essential? These support scripts drive me crazy. I would probably melt down in the OP's case.
Answers like "they allow less skilled first line workers" don't count because one could hire skillful people to solve problems on first contact.