Question

*Handling Calls Professionally from Start to Finish (continued)*

- Using a script is a common service desk practice
- Script

Answer 1

A script is a person's knowledge about the sequence of events expected in a specific setting. It helps individuals know what behavior is expected of them in familiar settings. Scripts are important because they provide information to guide behavior in given situations.

Step-by-step explanation:

A script is a person's knowledge about the sequence of events expected in a specific setting. It helps individuals know what behavior is expected of them in familiar settings. Scripts are important because they provide information to guide behavior in given situations.

Without a script, being in an unfamiliar situation could be uncomfortable and confusing.