Now The Consumerist Web site (motto: “Shoppers Bite Back”) has landed a copy of AOL’s customer retention manual.
The title of the manual: “You gotta love it!” Oy vey.
If you think your job stinks, read this and feel better that you’re not an AOL customer service rep. It’s insane.
There’s AOL’s method for zigging and zagging when customers want to cancel. For instance, when they want to move to broadband:
“The reason that many Members are going to high speed is, because the actual internet connection is much more stable….we now have the perfect solution…a free modem.”
Writes The Consumerist: “Ah yes, the hot-rodding superpower of 24kbps.”
It’s a lurid, yet good, read.
Via Waxy.org
