Microsoft engineer Raymond Chen on how company tackled customers who wanted to talk to Bill Gates: They were transferred to…
Microsoft had a clever solution for irate customers demanding to speak with Bill Gates. The company used to transfer their calls to a special internal line where operators answered, “Bill Gates’s office,” without actually connecting them to the CEO. In his “The Old New Thing” blog, veteran Microsoft engineer Raymond Chen shared the insider procedure that product support staff used to handle such situations while keeping customers satisfied.
He said when a customer (typically a high-value one) became angry enough during a support call to demand speaking with Gates, staff followed a specific protocol.
