I am sure many of you have read and heard about the nightmare call to cancel an AOL subscription. What I am waiting for is the story behind the story. Was this really just one over-aggressive customer representative who went too far?

Something tells me the customer rep is the scapegoat in this whole thing. CNET is on to something when they wrote about the AOL Customer Manual. That’s the real story. What does AOL train its people to do? Moreover, what do most companies train their reps to do when a customer calls to cancel?

What I want to see is an interview with John the AOL customer rep. Was this the first time he did this? Did any of his co-workers use similar tactics. What’s more plausible? This guy did this all on his own with no guidance or he was trained to do this? Let’s hear his side…