SBC turns on the charm  

Meanwhile, employees are warned not to transfer irate customers to SBC's executive suite or to state and federal regulators unless the customer absolutely insists on speaking with the powers that be.
"Do all that you can for the customer to prevent having to send him/her to the Executive Offices, CPUC and/or FCC," workers are told. "Reminder: All complaints that go to the Executive Offices, CPUC and/or FCC are filed as official complaints against our company and don't do a thing to create customer loyalty!"