I can work the script all day, step one, step two, and solve the problems that fit the playbook. But the moment a customer's issue is not on my sheet, I freeze. I do not know how to figure it out from scratch, so I am stuck and stalling while they wait.
More people experience this than they realize.
You can follow the script, but a problem outside the playbook leaves you stuck.
If this sounds familiar, the Library can help you find the bigger picture.