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AOL Consumer Rentention Manual Revealed

DudeAsInCool

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DudeAsInCool

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Gawker's Consumerist is having a field day with t he continuing saga about the Customer Service Rep at AOL who wouldn't let a subscriber quit. Check out the full article and the responses :)

AOL Retention Manual Revealed

In August of 2005, America Online settled with the office of NY Attorney General Eliot Spitzer over complaints about how arduous AOL made it to cancel service. In addition to a $1.25 million fine, AOL agreed to streamline the cancellation process and submit all calls for third-party review. On June 13, 2006, Vincent Ferrari posted a recording he made of his attempt to leave America Online. It shot to national TV and revealed AOL hadn't learned the error of its ways. For "John," the call center employee heard on the tape, to deploy the kind of mental warfare heard on the tape, he had to be well-trained...

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The Consumerist

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