Ever since Vincent Ferrari appeared on TV to spread the news of ill treatment by AOL's customer service rep, the media is in a bit of a frenzy. Vincent is now on tour having made several appearances on other shows and has created quite a buzz in the blogosphere. If you do a Google search on "Vincent Ferrari", you'll find 2,640,000 pages containing his name - many of them referencing the Today Show video. The internet ceases to amaze me in this way....
Even though AOL has given a public statement and has fired the rep that was caught in his condescending ways, I wouldn't be surprised if this type of behavior and service still continues. However, it's almost a catch 22, wherein that if a customer service rep of AOL doesn't make their quota of "saved customers", they're fired. Therefore, they resort to evil ways of coercing customers to continue their service - to the point that they undermine the customer's intelligence. If they're caught doing this, then they're also fired.
Doesn't AOL have supervisors who monitor phone calls? I'm pretty sure that these supervisors have heard phone calls like Ferrari's before. So, therefore, they should have know that this was going on.
So, all eyes are on AOL to see what changes will be made to rectify the pressure they place on their customer service people. I just don't understand how that type of business environment can facilitate honesty and integrity.
But the nagging question is: Why would you continue to work for a company like that?
Read my previous entry on Vincent Ferrari...
And just for fun...check out this website: NoMoreAOLCDs.com
Comic about the topic:
http://www.wordsandpicturesonline.com/07-03-06.html
Posted by: Anonymous | July 4, 2006 9:59 AM | Permalink to Comment