AOL customer service manual posted to Web?
Web site The Consumerist has what appears to be AOL's manual for customer service reps handling calls from users who want to cancel their service.
It features flow charts designed to help reps guide callers through various scenarios and talk them out of jumping ship. But the annoying scripts could well have the opposite effect. One line of questions, for example, includes unnecessary queries such as "What types of things do you use the Internet for?" and "Who is your favorite team/artist/game?"
"Be curious." "Dig into EVERY topic." "Write it down." "TAKE WHATEVER THE MEMBER SAYS AND KEEP DIGGING!!" the manual advises.
An AOL representative declined to say whether the manual was legitimate or comment on the matter.
The company's customer retention policies have been the subject of headlines since last month when customer Vincent Ferrari recorded his attempt to cancel his AOL service and it was played on news stations. The recording is excruciating to listen to as the rep's persistence turns to belligerence and the call gets out of control.
Elinor Mills covers Internet security and privacy. She joined CNET News in 2005 after working as a foreign correspondent for Reuters in Portugal and writing for The Industry Standard, the IDG News Service, and the Associated Press. E-mail Elinor.
