Now The Consumerist has gotten its hands on an AOL training manual, which reveals AOL's retention matrix (really).
According to the "Enhanced Sales Training for AOL Retention Consultants," every cancellation call is a sales lead. In typically cheery (and clueless) sales speak, the manual states: "If you stop and think about it, every Member that calls in to cancel their account is a hot lead. Most other sales jobs require you to create your own leads, but in the Retention Queue the leads come to you!"
Because when a customer is calling to cancel an account because he's tired of slow dial-up at ridiculous prices, he's really open to a sales pitch.