Being behind could put us ahead?

Lloyds TSB has just anounced it’s decision to drop scripts in call centres following a piece of research showing just how frustrated it makes customers feel. Wouldn’t it be a good idea not to follow 10 years behind the financial services industry, slavishing mimicking their errors in order that, once we have then fixed them, we retain our respectful decade distance.  Decisions like this might suggest that the experience of CMS2 was fairly predictable and what we need is to invest in well trained and well supported staff to help customers when it gets complicated. Before then, we could get them to help themselves – I just served myself for BT by reporting a fault on our line, testing it and booking an engineer to fix it (including having them divert all calls to my mobile in the interim) using IVR and signing up to progress text messaging which instantly messaged me to let me know how to track it online.