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retention manual
Top Stories of The Week
By 7.21.06
• Scientologists Bullying Man’s Mind. The most pitiful thing is that these guys probably paid a lot of money to learn how to be complete dicks.
AOL Don’t Wanna Talk Bout No Manual
By 7.20.06
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:
AOL Retention Manual Uploaded in Full
By 7.19.06
And finally, here is the full AOL retention manual, along with flowchart. Right click
AOL Retention Manual Revealed
By 7.18.06
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…
