This site, when it all comes down to it, features the CSR as protagonist. Sometimes he’s the hero, bending company bureaucracy, flouting his own training because he feels sympathy. More often, he’s the anti-hero, speaking in circles and thwarting any attempt to get satisfaction from a customer. But it’s all about the CSR.
An exciting add-on for the World of AOL Retention game, The Bonus Calculator!
We think we just called up John, the AOL rep fired after giving Vincent Ferrari a hard time when he tried to cancel, a rough time that was company policy. John ain’t saying much and didn’t want to talk to us. He wouldn’t even verify his identity, but the pauses are a dead giveaway.
Here’s a little ditty about an AOL hatchet man who took a perverse pleasure in firing retention consultants.
TimeWarner announced yesterday an AOL makeover ot make more money with less subscribers. The profit hinged on $1 billion in cost cuts mainly coming from, “the company’s extensive marketing effort to attract new customers and retain old ones,” NYT reports.
In light of today’s news that America Online’s content and services are going free, let’s glance at a polaroid of those halcyon days and Monte Carlo nights of yesteryear.