[24413] in North American Network Operators' Group
RE: Vendor Support Clue/NOC Clue
daemon@ATHENA.MIT.EDU (James D. Wilson)
Sat Jun 26 15:22:15 1999
X-Envelope-From: <netsurf@sersol.com>
Reply-To: <netsurf@sersol.com>
From: "James D. Wilson" <netsurf@sersol.com>
To: "Forrest W. Christian" <forrestc@iMach.com>, <nanog@merit.edu>
Date: Sat, 26 Jun 1999 09:13:10 -1000
In-Reply-To: <Pine.BSF.3.96.990625233915.21380B-100000@workhorse.iMach.com>
Errors-To: owner-nanog-outgoing@merit.edu
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: owner-nanog@merit.edu [mailto:owner-nanog@merit.edu]On Behalf Of
Forrest W. Christian
Sent: Friday, June 25, 1999 8:11 PM
To: nanog@merit.edu
Subject: Vendor Support Clue/NOC Clue
