customer satisfaction / customer thought / customer care.
I'm afraid these topics arn't covered in the standard issue of "How to use the Internet" given to CSR's to help with technical difficulties.
EDIT: Pheonix, when someone that is supposed to be giving you technical support dosn't put you on hold properly, leaves you hanging for 20 minutes and dosn't know what a trace rout or interleaving is when working for an ISP...There is something wrong.
And I don't know what kind of guide lines Telecom follows when hiring these representatives, but they need to be reviewed. Are you writing this down Telecom?
The policy is you can train a customer service rep technical skills but you can't train a techie customer service skills...