Thursday, June 15, 2006

AOL fires zealous customer service rep

Two days ago, I posted an entry about former AOL customer Vincent Ferrari's hellacious time attempting to cancel his AOL subscription. I had my suspicions of its authenticity at the time because the recording was simply way over-the-top (you'll find the audio here). Apparently my suspicions are unfounded, as AOL spokesperson Nicholas Graham issued this response:
At AOL, we have zero-tolerance for customer care incidents like this - which is deeply regrettable and also absolutely inexcusable. The employee in question violated our customer service guidelines and practices, and everything that AOL believes to be important in customer care - chief among them being respect for the member, and swiftly honoring their requests. This matter was dealt with immediately and appropriately, and the employee cited here is no longer with the Company.
Rightly so! This guy was way out of line. Click through for an interview with Vincent regarding his experience.

Link (via Boing Boing)


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