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North American Network Operators Group Date Prev | Date Next | Date Index | Thread Index | Author Index | Historical Re: Abuse response [Was: RE: Yahoo Mail Update]
On Tue, Apr 15, 2008 at 2:04 PM, Steve Atkins <[email protected]> wrote: > Unfortunately many of the skills required to be a competent abuse desk > worker are quite specific to an abuse desk, and are not typically possessed > by random technical staff. Steve, You don't, per chance, mean to suggest that random back-office technical staff might not have the temper and disposition to remain polite and helpful with the gentleman from the state capital so upset about the interdiction of his political mailings that he's ready to sic the regulators on you and wipe you off the map? The problem is that the individual who -does- have those skills along with the technical know-how to deal with the complaint itself usually ALSO has the skills to be the customer contact for a multi-million dollar contract. If you're a manager at a company that wants to, well, make money, which chair will you ask that individual to sit in? Regards, Bill -- William D. Herrin ................ [email protected] [email protected] 3005 Crane Dr. ...................... Web: <http://bill.herrin.us/> Falls Church, VA 22042-3004
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