In 2006, a man named Vincent Ferrari called AOL and tried to cancel his internet service. It took him 21 minutes as an increasingly desperate customer service rep named John tried to talk him out of it. Last week, AOL vice president Ryan Block had a similar experience with a Comcast rep. As The Awl’s John Herrman points out, The customer service rep is trapped in an impossible position, in which any cancellation, even one he cant control, will reflect poorly on his performance.
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