15
EXPLOIT TECHNICAL INNOVATION
Using
the technology:
Vague Responses
Vague Responses
ŸBEFORE
(a)
Okay. What's your question? (FIRST TRY)
(b) Okay, I'm going to connect you to a customer service representative. Please wait. (SECOND TRY)
(b) Okay, I'm going to connect you to a customer service representative. Please wait. (SECOND TRY)
ŸAFTER
VAGUE REQUEST ABOUT AN ORDER:
I'm sorry, do you need to refill an existing medication or get status on an order you've already sent in? Please tell me how I may help you.
ALL OTHER VAGUE REQUESTS:
(a) Okay. What's your question? (FIRST TRY)
(b) I'm sorry, do you need to refill an existing medication or get status on an order you've already sent in? Please tell me how I may help you. (SECOND TRY)
VAGUE REQUEST ABOUT AN ORDER:
I'm sorry, do you need to refill an existing medication or get status on an order you've already sent in? Please tell me how I may help you.
ALL OTHER VAGUE REQUESTS:
(a) Okay. What's your question? (FIRST TRY)
(b) I'm sorry, do you need to refill an existing medication or get status on an order you've already sent in? Please tell me how I may help you. (SECOND TRY)