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Attacks from poneytelecom.eu
On 01/04/2018 01:02 PM, Dan Hollis wrote:
> when the first tier incompetence stops, the direct contacts will stop too.
But, but, but...when the first tier support person gets the training to
not be incompetent, he is promoted to the second tier and the vacuum is
filled with another incompetent first-tier person.
So, by definition, the first tier of support will only be able to answer
questions "from the book". Anything more complex than what's in "the
book" is bumped to the second tier...where the problem is above the
second-tier pay grade and it gets bumped further up the chain.
It's a variation of the Peter Principal: ex-incompetents will rise up
the promotion ladder.