Kevin Wampler <wam### [at] uwashingtonedu> wrote:
> In addition, some places explicitly forbid the support people from 
> exercising much creativity in their answers, but instead force them to 
> select from a bank of pre-designed template answers.  So it might even 
> be the case that the person knows what you're asking and wants to help, 
> but couldn't because they didn't have the authority to answer it properly.

  Why would they do that? Who does it benefit? Why would a company
actively *forbid* a tech support person from giving an answer he
knows fits the question best and instead *force* him to give an
irrelevant answer? What for?

-- 
                                                          - Warp

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