Jananas

A good friend of mine just moved from the east end back to the west end of Toronto. He was calling Toronto Hydro today to provide notification of termination of service because his hydro is included with the rent at his new loft. The conversation went something like this…

Hydro: Are you moving to another location in Toronto?

Friend: Yes, but I don’t need hydro because it’s included in my rent at the new location.

further discussion and continuation of cancellation process. Five minutes later.

Hydro: Are you moving out of the province of Ontario?

The probem with rigid CSR scripting is that your staff aren’t allowed the flexibility to respond properly to the customer’s unique situation. In this case, whomever developed the scripting didn’t follow the flow through of the logic and, as a result, the CSR was asking unnecessary questions (and spending time & money doing so).