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Unfortunately, [restoring connectivity on this international circuit] took a bit longer than our normal turnaround. My objective in any case that deals with international services is two hours or less. This one took a total of two hours and 45 minutes. When something like that occurs, I do require each one of my sales executives to write up what I call a brief.
In communications terminology a brief is basically, state what the problem was, state the cause of the problem, state the steps that were used in resolving the problem and the turnaround time. And I do require one other thing in these briefs, and it is, what can we do to avoid running into this situation again? And if it does occur, how can we resolve the problem quicker?
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