The Art of Turboing

Everyone has had a bad customer support experience at some point in their life. In today's world, the "service-oriented" companies don't see customer service as the "service" they provide. It can be difficult to get help for problems that seem simple and straightforward.

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I first learned the term "turboing" when I worked second-level telephone technical support at Xerox. It refers to the actions of a customer who goes around the normal technical support process by contacting a senior person in the chain of command.

-- Rob Levandowski, The Art of Turboing