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.
retention centers
Calculate Your AOL Retention Bonus!
By 8.7.06
An exciting add-on for the World of AOL Retention game, The Bonus Calculator!
We (Maybe) Called The Guy Who Didn’t Want to Cancel Vincent’s Account
By 8.4.06
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.
The Hatchet Man of AOL Retention
By 8.3.06
Here’s a little ditty about an AOL hatchet man who took a perverse pleasure in firing retention consultants.
TimeWarner Dissolves AOL Retention Centers
By 8.3.06
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.
Further Confessions of Former AOL Retainers
By 8.2.06
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.
AOL Exec Chimes In About “The Call”
By 7.27.06
The Washington Post asked Jason Calacanis, an AOL exec and headmaster of Weblogs Inc, what he thought of the infamous AOL call. Here’s our responses, in brevis, to what he blogged.
