Fixing Customer Service

Here's an interesting article on AOL's customer service, which I never liked even back in the 1980s when they were QuantumLink (blast from the past!). As the article AOL agrees to customer service reform | Tech News on ZDNet points out, they had some... "interesting" standards for their customer service reps.: "Previously, AOL would distribute bonuses in the 'tens of thousands of dollars' if representatives were able to retain half the customers who called to cancel their service, according to the attorney general."

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