Help Us Help Ourselves

More proof that life extends indefinitely on the internet, is a letter I received out of the blue from a student the other day in reference to a column I had written in 2002. 2002? Lord, what had I written? (Apparently it was assigned reading for some class) Well, it was a lament about the dying throes of customer service and the need for "Trustworthy IT." Today I'd wager that many people, when asked about customer service, wouldn't hesitate to say, "It's dead - stick a fork in it already!" Cert