Kevin Wampler <wam### [at] u washington edu> 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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