AOL's "customer retention" dirty tricks manual
Consumerist has gotten hold of a copy of AOL's "retention" manual for customer service reps. This is the manual that the notorious AOL rep was working from when he abused a customer who recorded and published his phone conversation. Link (via Waxy)
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Cory Doctorow
Upcoming appearances
* Feb 9, 2012, DeKalb, IL: Day of Doctorow, NIU
* Feb 10-12, 2012, Chicago, IL: Capricon 32
* Feb 13, 2012, Arlington, TX: UT Arlington College of Engineering Distinguished Speaker Series
* Feb 16, 2012, Victoria, BC: 13th Annual Privacy and Security Conference
Recent books:
* Context (essays)
* With a Little Help (short stories)
* For the Win (YA novel)
* Makers (adult novel)
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