While doing research for a workshop I stumbled over an amazing video and audio recording about an AOL customer who wants to cancel his account, but unfortunately he is not allowed to. The call center agent strictly follows the script of his AOL Customer Retention Manual and gets it horribly wrong.

Unfortunately for AOL, the guy who is cancelling his account made a recording of this call. Here it is (transcripted version):

The full version (including the line where he asks a 30-something guy for his dad) can be found here:

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