Your call is (not that) important to us : customer service and what it reveals about our world and our lives by Yellin, Emily, 1961- ISBN 9781416546894, 1416546898 instant download

Your call is (not that) important to us : customer service and what it reveals about our world and our lives by Yellin, Emily, 1961- ISBN 9781416546894, 1416546898 instant download

Includes bibliographical references (p. [271]-282) and index, 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, An assessment of the reasons for poor-quality call-center customer service. Evaluates such topics as endless pre-recorded menus, representatives who do not speak the same language as their customers, and the current efforts of consumer advocates