AOL Customer Service: Callers Viewed as Prospects – Not Customers
When AOL customer service fired "John", a customer service rep caught on tape
making it very hard for Vincent Ferrari to close his account (see video), there
were some who said, "John shouldn't have been fired, he was doing his job."
Turns out The Consumerist, now has evidence that the former AOL employee was
indeed just following company policy. You can now read the complete AOL Customer
Service Retention Manual for Yourself.
The manual reads...
"If you stop and think about it, every Member that calls in to cancel their
account is a hot lead. Most other sales jobs require you to create your own
leads, but in the Retention Queue the leads come to you! Be eager to take more
calls, get more leads and close more sales. More leads means more selling
opportunities for you and cost savings for AOL."
AOL Customer Service In Court
In August, 2005 America Online agreed to pay $1.25 million to the state of New
York and reform AOL customer service procedures – according to the state
attorney general.
The agreement stems from consumers' complaints that AOL customer service
representatives would either ignore requests, or make it unduly difficult, to
cancel their service, according to a statement from Attorney General Eliot
Spitzer. Spitzer said that an incentive system AOL customer service had
developed for its representatives contributed to most of the actions that drew
complaints.
"This agreement helps ensure that AOL will strive to keep its customers through
quality service, not stealth retention programs," Spitzer said in a statement.
Under the agreement, AOL will no longer require its customer service
representatives to meet a minimum quota for customer retention in order to
receive a bonus. Previously, AOL would distribute bonuses in the "tens of
thousands of dollars" if representatives were able to retain half the customers
who called to cancel their service, according to the attorney general.
When you need service, expect the same. Why wait? Switch to another ISP, save
money, and get the attention you deserve!
