Do you think scripted Customer Service is fake?
Asked by TBone
Would you prefer to speak to a genuine person or someone with scripted lines? Do you like these standard lines or do they offend?

Best Answer:
If they don't have a script you will end up with the call agent's best guess depending on how they feel or what they can remember at the time you call. A call agent is better than a voice menu, but needs to be consistently accurate. Ask a question - get an answer which tells them which way to go. No brain work required, Only way to do that is with an actor or a script.

A person with scripted lines is a genuine person, so I'm confused by your question. Companies have scripted lines for a reason. They don't want their reps to make any claims the company can't support. However, I would prefer to speak to someone who isn't reading a sheet of paper the whole time. It seems more sincere and genuine - like they actually want to help me.
Answered by allardja

I think the answer to your question is obvious. Nobody wants to talk to someone trying to sell them "extra" services when they are already unhappy, or having issues. They want their issues to be resolved, and to get what they deserve. On the other hand, those that are required to qoute specific "lines" may be just as good of a CS Rep. I personally don't know..any time I have ever went for a job and a script was required I told them I'm not the type of person to try and "sell" when another issue arises..just me. Now, if the company allows you to freely respond to the customer without the lines at times that's different, but I don't see how it does any good to talk to customers like a robot - they may as well use an animated system, or voice mail.
Answered by It's a boy- 7/12/09

genuine person. its so obvious unless you are a complete idiot. i hate scripts and i know the employees hate reading them too.
Answered by M F

I work in a call center for people with 401k plans. When a person calls us to ask about taking a loan or a hardship or to close their account I'm required to disclose certain things. Every call is recorded and they pull a certain amount of them to make sure I'm covering everything clearly. I try to be as "genuine" as possible and not sound like I'm reading the information. Some people are better at this than others. I'm one of the more "conversational" types but I have a couple coworkers that do sound like they are reading. We try! So in the future please give us the benefit of the doubt! Remember that in this day and age almost ALL calls are recorded and we all value our jobs too much to screw up! haha.
Answered by Leslie K

allardja has a good point regarding companies side of view...i think everyone would rather hear from a person not the script. Balance is to have educated phone staff who can follow & understand company policy and also have the ability to convey this information to clients. Call Centres generally have high turn over so this is not always possible. Tone is the major point for me...happy helpful staff saying how can i help today means so much more than howcanihelp one word line most call staff throw at you.
Answered by yorkshire

Genuine American person. No foreign speaking person.
Answered by Heidi