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I had a delightful, fifteen-minute telephone conversation last Tuesday. Actually I shouldn't call it a conversation. It was more . . . well, I'll just tell you about it.

I called a company I do business with. A pleasant female voice said, "Hello, thank you for calling Joy, Inc. If you're on a touch-tone phone, select your choice at any time. If you're calling to check on your credit account, press 1 now. If you have questions about ordering procedures, press 2. If you would like a review of new products, press 3. If you would like to speak to a particular person and you know the extension, key that in now. If you . . ."

Well, I was in luck because I knew Joe's number, so I keyed 357 knowing I would soon be chatting away with my rep.

Sure enough, after three or four rings, there was Joe's familiar voice. "Hi, this is Joe. I'm away from my desk right now. But if you'd like to leave a message, you can do so at the tone. If you prefer to wait, my secretary will assist you as soon as possible." ...

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From Issue:Winter 1993: Conflict
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