Friday, June 16, 2006

Hell Week At AOL?

It took a couple of days for all the links to work so I could post this piece. Actually, it took a couple of days for all the servers to recover from the bombardment of hits trying to link to the original post.

Check out Vinny's (Insignificant Thoughts) efforts at trying to cancel a dormant AOL account.

Link to the audio here. If you have trouble pulling it up, wait for awhile and try again. This is one of the hottest audio files ever posted, I think.

I used to work in the "customer service" (or what passes for it these days), and as I listened to Jon -- the retentions rep -- I could actually hear the point at which his synapses disconnected from his rational thought processes, and his mouth just ran away from him. What he shoulda done was pass the call to a supervisor and take a break. Instead, he lost control of the call. He also, apparently, lost his job over this one.

Moral: If your job involves dealing with the public in a polite, calm manner, never piss off a blogger who can back up his story with an audio recording of your hissy fit.

(H/T Boing Boing)


Anonymous DazzlinDino said...

Holy crap man, they guy JUST DIDN'T GET IT, did he? That was comletely unreal. He had alot more patience than I would have, that's for sure....

Saturday, June 17, 2006 12:24:00 PM  
Blogger Chimera said...

Yeah...I just about fell off my chair when Jon asked him "Is your father there?" Like he was talking to a naughty child, and Vinny's dad was gonna help AOL talk him outa not cancelling?

This should be required listening for all call-center workers; a warning about how not to talk to a client.

Saturday, June 17, 2006 2:41:00 PM  

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