ad Silicon Tails: This call may be recorded for quality assurance purposes

Friday, August 11, 2006

This call may be recorded for quality assurance purposes

Funny piece on Consumerist that has caused some bad press for AOL; if it is a true story, they deserve the bad press, and more.

Vincent is trying to cancel his account with AOL and records his phone call, listen to it here. It is hard for him to actually get the account cancelled because the customer service representative keeps asking questions about his usage looking for a way to retain the customer. After AOL describes that this is unusual and that the customer service representative did not follow procedure, a manual for AOL CSR's appears "mysteriously" online. Seems that the CSR was not out of line according to AOL procedures, he was just trying to retain the customer, or rather the prospect: According to the manual (which is called a "retention manual") AOL members are viewed not as customers, but prospects and CSR's are encouraged to "think of cancellation calls as sales leads". Ouch.....no wonder it is hard to cancel your account then.

The whole manual can be downloaded here.

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