""The customer was transferred to a special internal phone number, and when the operators saw a call on that line, they took the call and said, \"Bill Gates's office.\" Of course, the operator wasn't actually in Bill Gates's office. Instead, they were pretending to be Gates's secretary. Their only job was to say that Bill Gates was unavailable and to pass on the customer's complaint and contact details.""
""First, there would be apologies for not resolving the issue to the customer's satisfaction. If that failed to smooth ruffled feathers and the demands to speak to The Boss continued, then the magic happened. The information was then sent back to the tech support team with a note to ensure that whoever called the customer back opened with something like \"Bill Gates asked me to contact you to follow up on an issue you had earlier.\"""
Microsoft support employed an internal escalation procedure to placate customers who demanded to speak with Bill Gates. Support staff first apologized for failing to resolve the issue and, if the caller remained irate, transferred the call to a special internal number. Operators on that line answered as "Bill Gates's office," pretended to be his secretary, stated that Gates was unavailable, and recorded the complaint and contact details. That information was sent back to tech support, which followed up and often opened callbacks by saying that Bill Gates had asked them to contact the customer.
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