Verizon DSL tech support rep tells all

The Consumerist has one of those “Confessions of …” stories from a former technical support rep who handled DSL calls for Verizon. This one’s interesting because it presents a relatively balanced picture of the competing pressures that almost invariably result in customer frustration … a situation by no means unique to Verizon, of course. One priceless tidbit near the end involves the company’s fetish for the word “outstanding.”