Consumerist’s CSR Stress Test: AOL Dial-Up Service

AOL’s dial-up customer service department has a reputation for being slow to answer and quick to anger. The Consumerist put one AOL customer service rep, selected at random, to the Stress Test. His name was Aaron.

How well does an AOL phone jockey handle an irregular customer calling to cancel his account? Listen here to find out. [2MB MP3]

Hard numbers and final score after the jump.

The Verdict

Aaron had a capable, if slightly tardy response to our complaint, going so far as to question if we had contacted parties outside of Time Warner. We applaud his willingness to delicately respond with a suitable amount of bewildered empathy. He did seem eager to rush us from the phone, however, for which we must deduct a point from his final score.

The Stats

Total call time: 11 minutes
Hold time: 3 minutes
Call placed: Sunday evening
Phone Number: 800-4ON-LINE

AOL’s Consumerist Stress Test Score: Four diddled bulldogs out of five.