At AOL, we have zero-tolerance for customer care incidents like this -- which is deeply regrettable and also absolutely inexcusable. The employee in question violated our customer service guidelines and practices, and everything that AOL believes to be important in customer care -- chief among them being respect for the member, and swiftly honoring their requests. This matter was dealt with immediately and appropriately, and the employee cited here is no longer with the Company."

posted by Mark Frauenfelder at 01:51:18 PM permalink | Other blogs' comments