#1: Calling a helpdesk now, any time I get what sounds like a speech or rehearsed line when they answer the phone is my first indication the person is going to follow a script all the way. After doing helpdesk for a few years, I found personalizing my answering routine helped thing a bit. Just so it wasn't the exact same every time. Probably made it less boring for me since the caller doesn't know what is supposed to be said.
#2: I can counter your point about following a procedure from the number of times when the customer has said "I've already done X" and they really haven't. Either becuase they insist it isn't required, or they did it wrong. Better to check and make sure if it can be done quickly so you don't lose a lot of time spinning your wheels.
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