[c-nsp] ISP Customer Service Support Skills Uplift

[Mark Tinka]

Hi all.

I am looking for a paper or schedule that would help in 
defining what areas ISP Customer Service (CS) staff 
training can be significantly elevated beyond regular 
dial-up support to tackle mid-level Internet related 
issues.

For example, they should be able to 'shut' and 'no shut' 
router interfaces for non-dial customers, be very 
comfortable with 'traceroute', be confident of DNS and 
the use of 'dig' and 'nslookup', essentially, provide 
first level support for the senior technical team, so 
escalation is managed more consistently.

Would any such document be published so we don't have to 
reinvent the wheel?

Mark.
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