Awhile back I wrote about Vincent Ferrari’s tape recorded conversation with an AOL employee who refused to let him cancel his service. Mr. Ferrari was even interviewed by Matt Lauer on NBC’s Today Show. After the incident came to light, AOL said the employee that Mr. Ferrari spoke with was acting improperly and was terminated.
Now, it appears that AOL may actually have a written manual that encourages the offensive behavior that Mr. Ferrari had to endure. Do companies really believe that they can act this way and not be exposed? Frankly, I’m hoping that this latest story about the AOL ‘Retention Manual’ turns out to be a hoax; I don’t want to believe that executives in a major corporation like AOL could be this stupid.