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AOL Customer Service

AOL Customer Service: Callers Viewed as Prospects Not Customers

When AOL customer service fired "John", a customer service rep caught on tape making it very hard for Vincent Ferrari to close his account (see video), there were some who said, "John shouldn't have been fired, he was doing his job."

Turns out The Consumerist, now has evidence that the former AOL employee was indeed just following company policy. You can now read the complete AOL Customer Service Retention Manual for Yourself.

The manual reads...

"If you stop and think about it, every Member that calls in to cancel their account is a hot lead. Most other sales jobs require you to create your own leads, but in the Retention Queue the leads come to you! Be eager to take more calls, get more leads and close more sales. More leads means more selling opportunities for you and cost savings for AOL."

AOL Customer Service In Court

In August, 2005 America Online agreed to pay $1.25 million to the state of New York and reform AOL customer service procedures according to the state attorney general.

The agreement stems from consumers' complaints that AOL customer service representatives would either ignore requests, or make it unduly difficult, to cancel their service, according to a statement from Attorney General Eliot Spitzer. Spitzer said that an incentive system AOL customer service had developed for its representatives contributed to most of the actions that drew complaints.

"This agreement helps ensure that AOL will strive to keep its customers through quality service, not stealth retention programs," Spitzer said in a statement.

Under the agreement, AOL will no longer require its customer service representatives to meet a minimum quota for customer retention in order to receive a bonus. Previously, AOL would distribute bonuses in the "tens of thousands of dollars" if representatives were able to retain half the customers who called to cancel their service, according to the attorney general.

When you need service, expect the same. Why wait? Switch to another ISP, save money, and get the attention you deserve!

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