Who at AOL could have POSSIBLY thought that this was a good idea? A bunch of brain dead circus monkeys could run a company better than these rocket scientists can. They've already got world famous customer service
As I listened to the CSR's objections in this video, my imagination started to run wild. I pictured an AOL CSR torture chamber, that for every customer allowed to cancel, the CSR gets one of his toenails yanked out by pliers. The CSR sounded so terrified of letting this customer cancel, that it makes one wonder what sort of negative incentive AOL places on CSRs who allow cancellations.
