AOL cancellation service unveiled
-
-
Remember Vincent Ferrari and its cancellation call of AOL customer service? He recorded his call two weeks ago, and since then, became a celebrity on the Internet. The NY Times dished a follow-up story, in which some details were unveiled on how AOL monitored the case:
“On the Monday after the public debut of Mr. Ferrari’s call to AOL, Scott Falconer, an AOL executive vice president, sent an e-mail message to company employees alerting them to Mr. Ferrari’s blog post and warned, ‘On any interaction, you should assume that it could be posted on the Web.’”
“After the embarrassment of Mr. Ferrari’s call, an internal memo was issued that outlined a new ’streamlined offer sequence’ for handling cancellation requests, but the protocol still called for pitching two offers, if circumstances permitted.”
Some more statistics: Usually, a cancellation call takes around 10-11 minutes. And around 50% of people in the cancel queue end up with the decision to keep their subscription. But those figures may turn obsolete after the Vincent Ferrari’s Robin Hood move.
Jul 2, 2006 | By Nuno
- comments
-
-
-
- Stay in sync'
- Full content
- Content tagged VoIP
-
-
-