Documents and Customers

["Anachie Shakespear" <omath -at- lycos -dot- com>]

All:

I'm not sure how to go about this, so here goes...

I asked the head of customer service how he records bugs/questions/complaints against the documentation, and he scratched his head. He asked me to compose a list of questions that he can ask his customer service reps...trouble is, I'm not sure what to ask...Any hints?

So far I have:

How do your reps know which version of the document the customer is reviewing?

How do your reps record what section of the document the customer inquired about?

AS





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