Conference 7.286::digital

800-DIGITAL is the number (in the US) which should be used for this.

				Steve

    Or you could find the number to your nearest servicenter.Look in VTX
    SERVICENTER (should work), They do memory upgrades among other things.

    DECINFO was auto forwarded in October to 1-800-Digital, we are no
    longer in the call handling business.
    
     We are now responding to Customer Satisfaction issues
    for the SBU/ABU. Every other Division in the corporation now
     has a Customer Satisfaction focal point. The names of these
     people are listed in a document called the ATOZ Guide to Resources
     in Digital. This guide is accessable on your systems, by typing
     VTX ATOZ at the system prompt. The guide not only contains
     the names of the customer satisfaction folks, but contains
     a list of external/internal hotlines, a list of commonly used
     VTX TOOLS, and how to use them. A list of key customer questions
     and the answers. A section on how to qualify customer calls.
     The remainder of the document has a list of every concievable
     number that can be used to respond to a customer inquiry. Please
     note that 95% ++ of those numbers , the customer may call them
     directly, the remainder have a DTN access only, and a call must 
     be made on the customer's behalf.	We have included the ablity
     to print the document, and we update it on an every month. 
     
     Customer satisfaction is everyone's responsbility, and all issues
     should be worked at the local level, through the appropriate 
     resources and management first, before escalating to us for
     the SBU/ABU, or to the other Customer Satisfaction hotlines.
     Think of us as the court of last resort,if you will.
    
     We also offer training, the course is focused on our goals
     to support Customer and Employee Satisfaction. Each class
     is unique and issues  affecting the audience are addressed
     at each session. The training agenda looks like this,
     and can be customized accordingly. Business Resource Tools,
     Escalation and Issue Resolution Processes, overview of
     Digital's Current Structure, Employee Telephone Standards. Customer
     Handling and Problem Solving Techniques. Please do not hesitate
     to contact us, if you are interested, there is no charge  for this
     training. 
    
     I hope this helps, should anyone have questions, please do
     not hesitate to call me. I may be reached at DTN 264-0395.
    
     Regards
     Kate McCurdy
      U.S. Customer Relations
                           

Kate:

  I really appreciate that this resource exists.  But, up until
  your note, I'd never heard of it and, apparently, neither has
  the basenoter.

  Would the Corporation be willing to invest a little of its
  money telling us all that this respurce exists?  Not just
  an @everyone mailing, but maybe a wallet-sized reference card
  with the ten or twenty most critical facts, or some other
  "tangible" reminder?  Even putting all the data into a single
  flat file that I could carry on my laptop would be a very good
  thing, greatly improvingmy access to the corporation's resources.

  To whom can I write to support your efforts?

                                   Atlant

    Come to think of it a list of hotlines and customer satisfaction
    numbers as a reply here wouldn't hurt either...

    try "VTX ATOZ". it's in there ...

    Yet another non-intuitive VTX keyword...
    
    					andrew

    okay, who's gonna be the first to mail these docs back to yourself and
    set up a WWW page for all of us?
    
    Mark

    Also, the data the's there about Digital on the Internet is woefully
    incomplete.  All it says is:
    
    Q: The caller wishes to access information about Digital via the internet.
     
    A: The caller may contact Digital using this address: info@digital.com.
    
    It should also have the web address, the test-drive-an-alpha
    information.  The blurb about info@digital.com  showld say more clearly
    that this is an E-mail address (it looks strange to folks that haven't
    seen the Internet before).  It should also indicate who listens to this
    address and what they can handle (if it's everything, great -- if they
    can only deal with canned questions that's OK too as long as
    expectations are set correctly).
    
    Also, as mentioned early on in the VTX tree, the entire guide is
    available in .PS and .DOC format over the net.
    
    $ SPOOL COPY CBRA01::ATOZ$LIBRARY:AZBODY*.PS; *.*
    $ SPOOL COPY CBRA01::ATOZ$LIBRARY:AZINTRO*.PS; *.*
    
    (or the same thing with .DOC instead of .PS)
    
    Steveg

    Nobody listens to info@digital.com; when you send mail to it you get
    back a canned response (from "Nobody"!) with pointers to all the
    various services Digital offers on the Internet.
    
    				Steve

    We don't have the time to create a Web server (though it would be a
    good application for one), but we have made the A to Z document
    available on the Web at:
    
    	http://www-iu.mro.dec.com/azbody.ps
    
    or through the Web pages (the Internal Server page) at:
    
    	http://www-iu.mro.dec.com/public/front.html
    
    as well as on our anonymous ftp archive on idu001.
    
    (Now the challenge will be making sure we keep it up to date!).
    
    /Tim

    the AtoZ editor requests that you direct updates and requests to her
    at:  "Kate McCurdy @MKO or call our hotline, DTN 264-0915"
    

    Ok, Tim, you were first.  My offering is at
    
    http://fluid.mro.dec.com/www-bb/atoz.html
    
    No promises to keep this up to date, and constructive criticism may be
    ignored (flames probably will get a response).  This was just a
    lunchtime experience.
    
    Mark

    This has turned into the A to Z guide in web note?  :-)
    
    It's also at
    http://vtx-info.shr.dec.com/vtx?F%2BATOZ
    
    which is the vtx infobase and requires no special updates
    and will stay as current as the other data.