Re: CAIS DSL failure: lessons in how not to inform

["J.D. Falk" <jdfalk () mail-abuse org>]

On 01/25/01, Steve Sobol <sjsobol () NorthShoreTechnologies net> wrote: 

> John Todd wrote:
>
> > When I'm on hold with a vendor and I get music (or worse, ads) pumped
> > into my ear, I will often ask for the manager on the next opportunity
> > that someone comes on the line.
>
> I'm exactly the opposite. I don't necessarily want to hear ads, but I
> don't like not quite being sure whether I'm connected or not :)

        Back when I worked in the CAIS NOC, many years and at least
        one buy-out ago, we wanted to build a music-on-hold system
        that played really dark, eerie ambient music -- Coil is a
        good example, for those who know it.  Of course, we really
        wanted to be BOFHs back then.

        Now, I'd probably choose Brian Eno's "Music for Airports"
        and similar calming, inoffensive tracks.  But again, no ads
        of any type -- if you're calling because your service is 
        broken, nothing will increase your anger faster than some
        smarmy salesperson talking about 100% uptime.

-- 
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