Roberta Ling is a 73-year-old woman from Austin, Texas. Statistically, she’s likelier to be the next Miss America than a terrorist. But that doesn’t stop the TSA from harassing her whenever she flies.
Ling expects it. She has an artificial breast prosthesis, and is forced to make a difficult choice between a full-body scan and an uncomfortable pat-down when she’s screened. (Disclosure: I am opposed to the TSA’s current screening methods, and believe the choice between a scan and pat-down violates our Fourth Amendment rights.)
That’s all customers like you want when they call a company. They want someone to talk to them.
But corporations don’t always talk back. Last week, I mentioned the second-generation form letters many consumers were getting. Turns out there’s a little more to the story.
For the better part of the last decade, large companies have scripted many of their most common call-center responses. What does that mean? Well basically, when you contact a company with a question, the agent can type in the issue into their computer and receive a “scripted” response that will answer the question. Then they read it back to you. Read more “Are you being fed a line? 5 secrets for breaking through the script”