In a June 21 WNBC Today interview Vincent Ferrari was interviewed after he recorded a conversation he had with an AOL representative named "Jon" who gave him a big hassel when he tried to cancel his AOL account. It took him a total of 21 minutes to get this task accomplished. Vincent recorded and posted the conversation to his blog. It was then picked up in the blogosphere and the media. To quote the 12th thesis of the cluetrain manifesto:
There are no secrets. The networked market knows more than companies do about their own products. And whether the news is good or bad, they tell everyone.
I am going to play this for all the employees who work at the University Help Desk. Yes, always assume that anything you say to a customer may be posted to the Internet. But, that is not the reason you need to treat clients with respect and listen to them. The reason you need to treat clients with respect and listen to them is because they are our customers and they deserve the best we can give them!
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