"At its most basic level, call centers around the nation act like medical triage to handle routine service issues and minor problems. Complaints from 'triple play' customers, who have Fios television, Internet and phone services, are sent to a special team of 'personal account' handlers in Florida. The angriest customers and those who send e-mails and letters directly executives are handled by the 'escalation team.'
'What you don't want them to do...is leave or write up a blog or something.'"
