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Commander
Join Date: Jul 2012
Posts: 340
# 277
03-17-2013, 10:32 AM
Quote:
Originally Posted by libertylass View Post
Agreed, I manage two NOC teams in real life. It doesn't matter if the trouble is on their end, or one of circuit providers. it's their problem as visible to the end consumer. If I treated my clients like this, with no updates, no acknowledgement and no urgency, I'd be out of a job faster than you could spit.
The really sad part is that there may be teams of people freaking out to actually try and correct the problem. When you don't communicate or acknowledge issues of this nature . . . you send a message to your customers to the effect of "Screw you, hippies! Its the weekend and we've all !@#$%^ off to go fishing and couldn't care less." This undermines not only the customer relationship - but members of your own team that might actually be working REALLY hard.

Last edited by solidshatner; 03-17-2013 at 10:44 AM.