Listen in on a support call. A user of AOL services, Vincent Ferrari, called the

Question

Listen in on a support call. A user of AOL services, Vincent Ferrari, called the vendor’s hotline to cancel his account. Since he had heard rumors about the difficulty of cancelling an AOL account, Vincent recorded the call. A television interview with Vincent that includes an edited version of the call is available on YouTube at https://www.youtube.com/watch?v=xaaAYVUWP0I. View the video and answer these questions: l l l List the mistakes that John (the help desk representative) made during the call. Describe three steps you would recommend to avoid an incident like this. How do you think the easy availability of this video on YouTube may have impacted AOL’s business?

Explanation / Answer

Based on the videos published in Youtube:

https://www.youtube.com/watch?v=xaaAYVUWP0I

&

https://www.youtube.com/watch?v=EDYHBmvuIa0

Mistakes made by John as a help desk representative:

Three (3) Steps to avoid this type of incidents like this:

This availability of YouTube video impacts AOL's business in two ways both Positive & Negative and based on the conversation Advantages are more than Disadvantages:

Advantages:

Disadvantage:

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