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airlines
Northwest Airlines Dumpster Diving Booklet Revealed!
You don't have to be a laid-off Northwest employee to appreciate these money-saving tips. We've uploaded the same booklet they gave their recently fired employees and they offer savvy savings for all of us. More »
csr
EXCLUSIVE: Every Phone Number For TWC Level 3 Tech Support
Your Time Warner Cable is messing up. It can't be fixed by merely turning the modem on and off. You've called technical support but they're useless. You need Level 3 Tech support. That's the tier at which they can actually help you with the more difficult technical problems. More »
aol
The Hatchet Man of AOL Retention
Here's a little ditty about an AOL hatchet man who took a perverse pleasure in firing retention consultants. More »
c&d
Here is the note Cingular's legal counsel sent us to take down documents we posted. The items have info about how Cingular determines a customer's "long term value" or "LTV." This LTV is used to determine how many discounts they will give you to prevent you from cancelling your account.
More »
Cingular Wants To Yank Docs From Consumerist
Here is the note Cingular's legal counsel sent us to take down documents we posted. The items have info about how Cingular determines a customer's "long term value" or "LTV." This LTV is used to determine how many discounts they will give you to prevent you from cancelling your account.
More »
cingular
Cingular Wants Us To Take Their Documents Down
We just received a note from Cingular's legal department. More »
aol
AOL Don't Wanna Talk Bout No Manual
CNet got AOL on the horn to talk about the AOL retention manual we uploaded, but the big triangle didn't have much to say, except for: More »
call centers
How Cingular Avoids Giving Discounts to Worthless Customers
A snip from a recent memo that teaches Cingular retention specialists how to avoid giving discounts to customers they deem unprofitable. More »
call centers
Cingular Distills Customer Value Into Thermometer Form
A customer service source inside Cingular sends us some interesting internal documents and says the cellphone company has a new policy that's got the headset set in a bind. He reports that Cingular will, "no longer discount equipment for customers that are not profitable for us, no mater where they stand contractually. I have received several calls from customers attempting to upgrade, only to have to inform them that although yes, they are out of contract, we will not offer them discounted equipment. " More »
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
AOL Employees Slander Vincent Ferrari On Company Time
This is not the AOL manual. So acclimated to squirting off-the-cuff posts, throwing haymakers at peccadilloes, the prospect of three-plus pages, single-spaced, is a bit daunting. It needs more editing and is sleeping soundly in a drawer. The material is so wrong, we have to make sure we do it right. 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...
A Little Birdy Went Tweet Tweet....
...in the coal mine.
What exactly do we gotta love? Find out, after the jump...
...in the coal mine.
What exactly do we gotta love? Find out, after the jump...
