Scripting

We took advantage today of a new promotion offered by Charter for a low price on cable tv and internet. They provided me with an e-mail address and a password but I didn't like the password so I clicked on the link to change the password. The link took me to the page to manage my charter account, but when I tried to access my account the FAQ said that I needed a code found on my bill to access that area. Since I established service today I don't have a bill and the technician didn't give me anything similar to the code I needed.

I got onto an online chat with a representative and she began with her scripted opening statement asking for my SSN, phone #, and full name. I then stated my problem as not being able to modify my account online because I don't have the security code on the bill. She then asked me for the security code. I asked her where I could find the code, but she responded that all I had to look at the top right corner of my bill. I once again typed out the fact that I had no bill to which she replied that she could not help me with the question and to contact my local office in the morning (it is past office hours).

So as I typed "thanks for your help" she sent "Is there anything else I can do for you?" Now she had just told me that there was nothing she could do for me without the code on my nonexistent bill. I just love scripts. They don't always work for the situations the consumer response "engineer" designs them for. I responded by asking if there was anything she could do without my security code, and she agreed that there was nothing she could do for me. So I said goodnight. I tried to paste the chat onto here, but it didn't copy and I closed it before I got a screenshot. Oh well.

Many consumer care departments work off of scripts now. The technician is expected to follow the script as closely as possible, and I have found that some have even scripted "chit-chat" into the computer screens of their workers. I got one poor woman to prove my point by figuring out how to get her into an endless loop on her screen script prompts until we both broke out into giggles every time she uttered a new sentence. The thing is that they rarely are able to deviate from the scripting because their calls may be monitored for that very thing. In other words, the consumer has made it clear that we would rather speak to a person than a computer, but we almost end up speaking to a computer through a person. Sorry, it just gets to me sometimes. Back to the regularly scheduled program.