Minister
join:2002-01-02
Fleeting
| reply to RockCake
Re: Get off the pipe all ready AOL
Seriously. I'm afraid I would have started screaming about 20 seconds in, after the second dimwitted misdirection attempt.
I thought there was evidence AOL pays employees a bonus in this service center that's supposed to "save" customers who want to cancel?
Then they fire an employee for doing what I'll bet he was told to do....
Classy. |
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dardin
join:2002-11-19
Tucson, AZ
| AOL has a team for just cancellations. They call this their "customer retention team". These people do work with a commission for every save they get. They also have to maintain a certain percentage of saves for every call they get. If they do not maintain this, they lose their job. So these retention reps for AOL will do everything they can to not let you cancel, including hanging up on you, talking you to death, transferring you, and so on. This is due to company policy and wanting to get their jobs.
I know this first hand from a few friends who worked for AOL doing this. |
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phattieg
join:2001-04-29
Winter Park, FL
 ·Verizon Wireless B..
·Sprint Mobile Broa..
| reply to Minister
said by Minister  :Seriously. I'm afraid I would have started screaming about 20 seconds in, after the second dimwitted misdirection attempt. I thought there was evidence AOL pays employees a bonus in this service center that's supposed to "save" customers who want to cancel? Then they fire an employee for doing what I'll bet he was told to do.... Classy. They do, and they proudly announce it if you apply for a job. They take you on a tour of the call center, and along the way, they announce their base pay, perks, and what you get paid for retaining a customer. Basically, if your cancelation calls, and you give them a free month, and they use the extra 30 days, you get paid like $2 per person you save. A previous AOL employee (there's lots of "laid off" employees) can tell you the specifics. I thought it was crappy to pay so much to someone for shoving a free month down their throat... To me, this "retention" perk is a sign of weakness, proving the company is dying, and is trying all they can to prevent it's death...
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SIPPhone/Gizmo # 17476200648 / Ran by Asterisk & Slackware 10.1. |
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sivran
Long Live The Suite
Premium
join:2003-09-15
Arlington, TX
clubs:
 ·RoadRunner Cable
| reply to dardin
Many ISPs do... AOL is not alone in having such a department. They might be the most aggressive about it, but they're hardly the only ones offering free months and such to keep subscribers.
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Think outside the fox...Seamonkey |
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wmcbrine
Touched by His Noodly Appendage
join:2002-12-30
Laurel, MD
| reply to phattieg
said by phattieg :To me, this "retention" perk is a sign of weakness, proving the company is dying, and is trying all they can to prevent it's death... If only. No, they've been doing this for over a decade, IIRC. |
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