In defense of support people everywhere, there is a reason for the scripting. Yes, you may know what you are doing. Unfortunately, most people SAY they do even when they know nothing.
I don't have to work with a script, thankfully, but I always start at the beginning. People rarely define the problem they're having correctly. "I can't get on the Internet." can be (and has been, in my experience) the result of the computer not being plugged in. Also, I can't tell you the number of times people will say, "Yeah, I tried all that already. The cables are all plugged in. Nothing has changed." *An hour later* "Oh, this cable isn't plugged in, could that be the problem?" In fact, "Nothing has changed" is a running joke in my office.
My favorite was the guy who started the conversation by yelling at me that he had a master's degree in computer engineering, so there was absolutely no way the problem could be on his end and I better fix it right now. I explained that others were not having the same problem, so I had to check a few things on his side anyway...
"Please open up the control panel."
*face hits desk*