Conference 7.286::digital

715.0. "Customer Assistance Organization" by SMOOT::ROTH (Support bovine computer literacy) Tue Jan 31 1989 16:02

I received the following mail. It announces the appointment of an individual
to a position here in the field. This person will head up an organization
known as the 'Customer Assistance Organization'.

Are these groups being formed in any other areas? (I'm in the ECA).

I intend to make some inquiries about this. I'll post anything I find here.

Lee

                   I N T E R O F F I C E   M E M O R A N D U M

                                         Date:      26-Jan-1989 12:01 EST
                                         From:      <someone's name> 
                                         Dept:      CUSTOMER SAT/QUALITY
                                         Tel No:    DTN:         

TO: See Below

Subject: CUSTOMER ASSISTANCE MANAGER--ANNOUNCEMENT

    I AM PLEASED TO ANNOUNCE THAT <name>   HAS ACCEPTED THE POSITION OF AREA
CUSTOMER ASSISTANCE MANAGER.  IN THIS CAPACITY <name> WILL BE RESPONSIBLE FOR
THE DESIGN AND IMPLEMENTATION OF THE AREA'S CUSTOMER ASSISTANCE ORGANIZATION.
THIS GROUP WILL PROVIDE ANSWERS, ASSISTANCE OR ROUTING OF LEADS, COMPLAINTS AND
INQUIRIES DIRECTED TO DIGITAL FROM OUR CUSTOMERS OR PROSPECTS.  ADDITIONALLY
<name> WILL BE INVOLVED IN THE SALES SURVEY PROCESS AND WILL SERVE ON THE AREA'S
CUSTOMER SATISFACTION BOARD OF DIRECTORS.

[rest of memo details past successes of <name>]

    Sounds like a branch of corporate public relations.But then again,maybe
    it's a branch of Customer Services.In any event,don't we already
    have people that do that function?(maybe it's the brother-in-law
    factor)

    We've had people with similar job descriptions in the Southern Area
    (or at least in the Florida District) for some time now -- a year
    or more at the very least.  They're part of the sales organization.