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Your call is (not that) important to us : customer service and what it reveals about our world and our lives

Author: Emily Yellin
Publisher: New York : Free Press, 2010.
Edition/Format:   Print book : English : 1st Free Press trade pbk. edView all editions and formats
Summary:
Whether itʹs the interminable hold times, the multitude of buttons to press, or the automated voices before reaching someone with a measurable pulse -- who hasn't felt exasperated at the abuse, neglect, and wasted time when all we want is help, and maybe a little human kindness? Your Call Is (not that) Important to Us is journalist Emily Yellin's highly entertaining and far-reaching exploration of the  Read more...
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Document Type: Book
All Authors / Contributors: Emily Yellin
ISBN: 9781416546900 1416546901
OCLC Number: 424555303
Notes: "Updated throughout plus new introduction and new chapter"--Cover.
Originally published in 2009.
Description: xiv, 301 pages ; 22 cm
Contents: Random acts of rudeness : customer encounters, Comcast, and customer rage --
What would Alexander Graham Bell say now? : the telephone and the birth of today's customer service industry --
"You're going to listen to me" : Internet advocacy, Consumerist.com, AOL, GetHuman.com, and Sweden --
To send us your firstborn, please press or say: "One" : automation, Amtrak Julie, artificial intelligence, and eavesdropping --
The other end of the line : call centers, JetBlue, reps, supervisors, prisons, and CustomersSuck.com --
The next available agent: John, Juan, Sean, or Sanjay : international outsourcing, Argentina, TeleTech, Egypt, and the United Kingdom --
The solution is the problem : the old AT & T wireless, Sprint, consultants, cottage industries, and CRM --
Absolutely, positively : FedEx, Zappos.com, Credit Suisse, and CEOs --
Your tweet is important to us : new chapter for the paperback edition.
Responsibility: Emily Yellin.

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"Updated throughout plus new introduction and new chapter"--Cover.  Read more...

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"Yellin divulges the woes of mistreated consumers, striking a chord not only with adults who have fantasized about destroying stubborn fax machines and voice recognition systems, but also those who Read more...

 
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