AOL internal employee stuff from 1999

AOL Oklahoma City's
CommSpec NewsLetter
Your information Source in OKC, with a circulation of
more than 1,400 Member Services employees
Send feedback to<A HREF="mailto:CommSpecOK">CommSpecOK</A>


1/28/99

The CommSpec Newsletter is provided
by your <A HREF="mailto:CommSpecOK">OKC Communication Specialist</A>
as a communication resource for the
Member Services team in Oklahoma City.

Mission Control
___________________________________
AOL's Mission

To Build a Global Medium as Central to People's Lives
as the Telephone or Television...and More Valuable
___________________________________
AOL's Vision

To Build an Interactive Medium that Improves the Lives of People
and Benefits Society as No Other Medium Before it
___________________________________


**Member Services Mission**
Deliver the highest customer satisfaction of any company
by providing the fastest, friendliest and most useful customer service
to create a lasting and positive impression of AOL.
___________________________________

Contents ------------------------

1) Member Satisfaction Tip of the Day
2) WHOA! Great News!
3) Name That Tool Contest!
4) "What about my Gift Subscription?"
5) "I can't help it...it's the anime in me."
6) Important Press Releases
7) Are You Ready to Soar?
8) AOL Stock Update

<A HREF="aol://1391:43-62264">System Calendar for January 1999</A>

Note: All CommSpec Newsletters, as of 9/24/97 are archived in:
<A HREF="aol://4344:364.okc.5855185.539126452">OKC-MSF</A>--><A
HREF="aol://4344:364.okcomarc.5861771.559602636">Daily CommSpecs</A>

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___

If you are unable to take calls due to an equipment problem,
immediately call extension 6670 from your Aspect Teleset.
Otherwise, send E-mail to S/N <A HREF="mailto:OKCTrouble">OKCTrouble</A> to
advise Ops of the problem.

~~~•••••~~~
First to 90 in '99!
~~~•••••~~~

MSF Top Stories --------------

(Information we ALL Should Know!)


The MSF Updater is provided as
a communication resource for
the Member Services team.

1/27 - <A HREF="aol://4344:80.n01279$6.32118944.601947848">Two-for-One AOL
Stock Split</A>- Genl

1/27 - <A HREF="aol://4344:80.n01279$5.32118943.601946847">AOL Sets Records
in Revenues, Growth</A>- Genl

1/27 - <A HREF="aol://4344:80.n01279$3.32118935.601931215">Can You Name
That Tool? Contest Details</A>- Genl

1/27 - <A HREF="aol://4344:80.n01279$4.32118942.601946697">Quest for the
Crest Quality Topic 2</A> - Saves


Member Satisfaction Tip of the Day --------

Are we delivering the fastest, friendliest, most useful customer service?

How do we know we are delivering the fastest service? Are we under the
maximum target for all the call types we take? Are we staying out of wrap and
idle so we can take as many calls as possible during our shift? Are we
signing back on Aspect promptly when we come back from break or lunch? Are we
on the phone as much as we can be each and every day? If we are doing all of
these things, then we are helping deliver the fastest customer service!

So, are we delivering the friendliest customer service? Basically, if we
are treating each and every one of our members like we would want our
grandmother or someone special in our lives to be treated, then we probably are
giving the friendliest customer service.

Last, but not least, are we delivering the most useful customer service?
We need to be sure that we ask our members to carry out our instructions, not
order them to. Be patient while talking them through the solution. Make
our members feel good about their whole interaction with you. Relay our
desire to help them and remain positive throughout the call. Active listening
skills help us to be sure we understand the problem and give the correct
solution. The bottom-line, do everything in our power to take care of our
members' problems.

If we can answer yes to the question: "Are we delivering the fastest,
friendliest, most useful customer service?",then we will be helping provide our
members with the fastest, friendliest and most useful customer service that
will create a lasting and positive impression of AOL. :

WHOA! Great News! --------

What a company!

This quarter brought record earnings! Read all about it!
<A HREF="aol://4344:226.tpsplit.2758909.601941142">AOL Reports FY99 Second
Quarter Earnings</A>

This article needs no introduction...
<A HREF="aol://4344:226.bwsplit.2758910.601941383">AOL Declares a
Two-For-One Stock Split </A>


Name That Tool Contest! --------

Ladies and Gentlemen, Friends, Relations, and SDM's...

Once upon a time there was Vantive. Then Swift Response, and Monarch, and
the short-lived Tamagotchi Troubleshooting Pocket Pal(TTPP).

Soon, very soon, we will see the new Case Based Reasoning(CBR) Tool
launched on a glorious destiny of problem-solving.

But CBRT isn't all that exciting a name, so we want you toName That Tool!

Interested? Click<A HREF="aol://4344:80.n01279$3.32118935.601931215">HERE
</A> for details!

"What about my Gift Subscription?" --------

If you get a call from someone saying they haven't received their AOL Gift
Subscription, please refer them to the AOL Store. The fulfillment number
for the AOL Store is 1-800/AOL-1234. Thanks!

"I can't help it...it's the anime in me." --------

"Anime Fans!! Click the link below to find information on the new Anime fan
club in Oklahoma City!!! <A HREF="http://members.aol.com/animebec/ooi.html">
The Oklahoma Otaku Illuminati</A>"

__ _ ___ _

_

Don't forget to submit YOUR Kudos!

MSF > Sites > OKC > OKC Winstar Link! > CCC > Kudos

__ _ ___ _

_
Please, help keep the noise level DOWN on the floor!
Talking and laughing on the floor can disrupt your neighbor's
call and cause added problems. Thanks for your help!
__ _ ___ _

_

Important Press Releases --------------

. <A HREF="aol://4344:226.bwsplit.2758910.601941383">1/27/99 AOL's
Board of Directors Declares a Two-For-One Stock Split </A>
. <A HREF="aol://4344:226.tpsplit.2758909.601941142">1/27/99 AOL
Reports FY99 Second Quarter Earnings</A>

Are You Ready to SOAR? --------------

You can earn$200for every person you refer to work at America Online! Just
make sure
the person you refer lists you as the referral source when filling out the
application.
If they are hired and complete 90 days of satisfactory performance,
you get$200! (Minus applicable taxes, of course ;D)

Scheduled Classes
Help us Fill Them!!!


TechSaves A&P

2/01/99 am/pm 2/01/99 am
2/15/99 am/pm 2/15/99 am


am - day, pm - evening,
CAP - College Associate Part-Time
(all other classes are full time)


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Cendant -- Worth MILLIONS to our Company...and $$ in YOUR Pocket!
If you have questions about the Cendant Transfer Program,
Send Email to<A HREF="mailto:OKCCendant">OKCCendant</A>.

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Not So Deep Thoughts

Many people do not realize that the snowshoe can be
used for a great many things besides walking on snow.
For instance, it can be used to carry pancakes from the
stove to the breakfast table. Also, it can be used to carry
uneaten pancakes from the table to the garbage.
Finally, it can be used as a kind of stainer, where you
force pancakes through the strings to see if a piece
of gold got in a pancake somehow.
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Awesome New Areas on AOL --------------

· Are you looking for an area that has moved? Try looking it up at "
<A HREF="aol://4344:2588.S_Z.26804450.560286286">Click And Go</A>"
· <A HREF="aol://1391:43-64215">Get Satisfaction</A>
· <A HREF="aol://4344:2223.hg_cel3.23751285.597797161">Dustin
Hoffman - Camp Ronald McDonald for Good Times</A>

AOL Stock Update --------------

<A HREF="aol://1722:AMER">AOL</A>(NYSE)

Closed Tuesday, January 26 at 155
Closed Wednesday, January 27 at 165 1/2
ñ 10 1/2 (+6.77%)


<A HREF="aol://4344:1632.mday.13380028.556461909">**AOL MarketDay**</A>


===><A HREF="aol://4344:1043.blackout.2365092.510629080">**AOL Stock
Blackout in Effect!!**</A><===</HTML>