zlacker

Did you learn anything from the customers? Isn't it obvious what phone customers want when they ask for phone service? It's not a complicated custom product for the user.

>>gowld+(OP)
It's not about learning from the customers.

It's about learning the disconnect between what the customers report and what the actual problem is. It's about learning what the field technicians have to deal with and how the service actually works.

Cable, DSL & Fiber internet are much more complicated services than anyone gives them credit for.