Just when I thought all the hoopla surrounding the AOL incident with 
Vincent Ferrari had died down, I come across this post at The Consumerist which shares with the world AOL's manual for customer retention. I'm assuming it's an authentic document - apparently coming from a ex-AOL employee. Now we can see the company's real meaning of service is....hee...hee...
Under the heading, "Best Practices from the Field" it advises to "Care about the member". Yeah, right! In Vincent's case, if the AOL rep had "cared" about Vincent, he wouldn't have talked to Vincent in a condescending manner. Likewise, in my own experience, I wouldn't have been asked, "Do you understand English?" if the AOL rep had cared about me.
You can check out the manual at The Consumerist here:
http://consumerist.com/consumer/exclusive/aol-retention-manual-uploaded-in-full-188310.php
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