Consumerist
aol
Posts Tagged “
Customer Retention
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aol
america online
AOL Retention Manual Uploaded in Full
And finally, here is the full AOL retention manual, along with flowchart. Right click here to download. [PDF, 7mb] More »
exclusive
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... More »
aol
All Aboard The AOL Customer Retention Expert Conspiracy Bus
One of the more incredible results of the Vincent Ferrari AOL Cancellation fiasco is the outpouring of support. Oh, not for Vincent! For AOL. More »
Page From AOL Retention Manual
We're putting the finishing touches on our big post on the AOL manual but wanted to release this sneak peak...
Contrast this with Nicholas Graham's assertion that cancellation requests are processed quickly...
We're putting the finishing touches on our big post on the AOL manual but wanted to release this sneak peak...
Contrast this with Nicholas Graham's assertion that cancellation requests are processed quickly...
aol
AOL Retains Customers With Siamese Twin Goatse.cx
In his tremulous excitement about getting the 'scoop', Ben apparently didn't notice it, but the AOL Customer Retention Manual is just as Goatse.cxified as the new Mastercard logo. More »
complaints
Update: Canceling Fax Service Like Passing Gallstones
Surprise, surprise, it's hard for others to cancel J2 as well. Not only that, but their chat-based CSRs definitely have robotic paragraphs they insert into the conversation. Compare the chat log after the jump with our previous post on the same matter, you'll find that Amy R. says the exact same lame retention spiel as Sharon. W. More »
customer retention
