Once upon a time, I was a phone monkey at AOL. I worked tech support for about 11 months. I was burned out and was moved to something called "Tech Saves". My job was to try to "save" AOL members' accounts when they called in to cancel. They gave me an arsenal of tools and freebies to get these members to stay on just a little longer. So after someone miraculously got through the automated system and I picked up their call, my job was to get them to stay with AOL by fixing their issues, soothing them with my smooth talk, remind them of all the values of membership, oh and of course, give away free months of AOL.
Many members picked up on the
free months of AOL part.
These members would call in and gripe and complain until the Saves person gave them some free months of AOL membership. They would repeatedly do this. Of course, AOL's internal policy was to limit the number of free months a member could get to 3. The Saves people work on commission, though, and the higher your retention, the higher your commission. So some members would have months and months worth of free membership because the Saves person would simply grant another month of membership in order to up their retention rate.
I wasn't very good at this. I can't sell things I don't really believe in, so I had a tough time. My retention rate was horrible, and I was on the verge of being fired. The supervisors were listening in all the time.
One bright and sunny day, I received a call from a member wanting to cancel his membership. He sounded distracted, but also like he was reading from a script. I thought at first that this might be a test call to see if I was doing what I was supposed to be. I pulled up the member's history. This guy had called every month for 14 straight months resulting in 14 free months of AOL
in a row. It wasn't a test call, but instead a very well-versed system abuser, and well, I just didn't feel like feeding this guy another month.
So I let him give his spiel about how the service sucks, he gets disconnected, already called tech support, etc, etc. A good five minutes later, he finally lets up and I interject, "So you want to cancel your service?"
"Yes, I want to cancel, unless there is something you can do.", alluding to yet another free month.
"From what you said, it doesn't look like there is much I can do. Are you sure you want to cancel?" I asked again with my mouse pointer hovering over the "Cancel Account" button.
"Yes."
I clicked.
What followed was a short silence at the other end of the phone followed by a muffled AOL signoff screen saying "
Goodbye!"
Another short silence.
The ensuing screaming from this now-former AOL member was like music to my ears.
Cursing.Screaming.More cursing.More screaming.He was even more incredulous when I asked him if he would like to be transferred to Cendant for a very special travel offer.
I quit a week later.