On 2 Feb 97 ,Brad Knowles insightfully wrote:
>
> The problem is that the Customer Service folks get the same kind
> of cluelessness and vitriol for virtually *everything*, as
> list-managers get when AOL users demand that they take time out of
> their busy schedule to solve their problems, because that's what they
> were put on this planet for. In fact, I suspect we see more of it,
> and in general, worse cases of it, than list-managers typically do.
Ahhh, but the difference is that your Customer Service folks are
getting PAID for problems that AOL creates. List Managers are not
getting paid. Is there some reason that you are *not* getting this
point?
> So, what? Turn off the entire Service and send everyone home?
> Well, similar problems (perhaps not quite as bad, but certainly bad
> enough) exist on the Internet already, so why not just turn off the
> entire Internet and send everyone home -- that's just as valid a
> solution.
Not a bad solution.
Brad, you keep wanting to misdirect the problem elsewhere. This is
indicative of AOL's mindset. Instead, why not try to acknowledge the
problem and then find a solution to it? Become part of the solution
rather than deny their is a problem.
Leonard
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