North American Network Operators Group

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RE: Vendor Support Clue/NOC Clue

  • From: James D. Wilson
  • Date: Sat Jun 26 15:23:07 1999

Do what Cisco did.  (1) tie everyone's job and bonuses to customer
satisfaction surveys and (2) have TAC engineers keep bringing in
additional help until the problem is solved and not just pass it on to
someone else.  They also seem to have a fairly well-honed
clue-detector - I've yet to hear of one talking down to a customer.

James D. Wilson, CCDA
"non sunt multiplicanda entia praeter necessitatem"
William of Ockham (1285-1347/49)

-----Original Message-----
From: [email protected] [mailto:[email protected]]On Behalf Of
Forrest W. Christian
Sent: Friday, June 25, 1999 8:11 PM
To: [email protected]
Subject: Vendor Support Clue/NOC Clue