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I worked in a fault management call centre for the UK's leading landline provider - we were given a compensation limit ( over the normal compensation for the loss of service) that we could agree with the customer if it was clearly a fair case for more than just re-imbursement of what the customer would pay us for the period out of service. I also think it would free up management if advisor could deal with the issues without having to escalate to level 1 managers. The ethos as I understood it was ...no customers no job.
By redcoat
