Knowing the solution doesn't mean knowing the method. Yet answering correctly and regurgitation are considered "learning" and "knowledge".
LOL. It's unfortunate - but these "first line" people are not really given any training. Scripts and nothing else it seems. I commend her for trying though.
BTW - @ your sig - ensure you don't spend too much time to reduce risk of the bleeding effect. Unless you want that.
Knowing the solution doesn't mean knowing the method. Yet answering correctly and regurgitation are considered "learning" and "knowledge".