You were being quite an asshole. Quite a few of my friends do phone CS for Dell, and the way their system is set up, each rep writes notes on the call. If Montoya didn't write good notes on the call, then your next rep won't know anything. That's one of the reasons why they each have to ask the same questions. Very little information is recorded by "the system". I've worked with such systems in previous jobs, and they are all CSR dependent on recording information. And obviously Montoya didn't give two shits about writing notes. So there you have it.
And the other reason they are required to ask the same questions? Because Dell wants to make sure that customers aren't fucking with them. Apple, Gateway, IBM, and every other computer manufacturer does it the same way.
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Quite a few of my friends do phone CS for Dell, and the way their system is set up, each rep writes notes on the call. If Montoya didn't write good notes on the call, then your next rep won't know anything. That's one of the reasons why they each have to ask the same questions. Very little information is recorded by "the system". I've worked with such systems in previous jobs, and they are all CSR dependent on recording information. And obviously Montoya didn't give two shits about writing notes. So there you have it.
And the other reason they are required to ask the same questions? Because Dell wants to make sure that customers aren't fucking with them. Apple, Gateway, IBM, and every other computer manufacturer does it the same way.