http://www.consumerist.com/consumer/...all-185493.php
Member Services,
Recently, some AOL Member Service calls were posted on the Internet that do not reflect our serious commitment to Member Advocacy. On any interaction, you should assume that it could be posted on the web.
You have tough goals, and no doubt it can be difficult to deal with a member calling very frustrated with some aspect of their service. But we must remember the importance of creating a good member experience by being straightforward, helpful, respectful, friendly, and positive during every interaction. Imagine yourself on the other end of the phone, how would you want to be treated? Being an advocate, on behalf of members, strengthens the very foundation of what AOL stands for. AOL is our members.
In every member contact, I need you to step into your Trusted Advisor role and respond to our members in a manner that shows we are on their side. I need you to really hear what our members are saying, actively listen to them as you work to meet their needs, establishing a sense of trust and mutual respect.
I am proud to be a part of this tremendous team and know it's your personal mission to watch over our members. Please continue to focus on building a strong business - a business with member advocacy at its core.
Sincerely,
Scott Falconer
EVP, Member Services
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