On Tue, 02 Feb 2010 18:07:08 -0500, Warp wrote:

> 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?

Because some companies are afraid of being sued if one of these 
"creative" problems causes a catastrophic failure of some sort.  It's all 
about liability and fear.

Jim

Post a reply to this message