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Your Call Is (Not That) Important to Us Customer Service and What It Reveals about Our World and Our Lives

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ISBN-10: 1416546901

ISBN-13: 9781416546900

Edition: N/A

Authors: Emily Yellin

List price: $18.99
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Book details

List price: $18.99
Publisher: Free Press
Publication date: 8/17/2010
Binding: Paperback
Pages: 320
Size: 5.50" wide x 8.44" long x 1.00" tall
Weight: 0.594
Language: English

Emily Yellin is the author of Our Mothers' War, and was a longtime contributor to the New York Times. She has also written for Time, the Washington Post, the International Herald Tribune, Newsweek, Smithsonian Magazine, and other publications. She graduated from the University of Wisconsin-Madison with a degree in English literature and received a master's degree in journalism from Northwestern University. She currently lives in Memphis, Tennessee.

Introduction to the Paperback Edition
Author's Note to the Hardcover Edition
Random Acts of Rudeness
Customers 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
Appendix: Updates Since the Hardcover
Acknowledgments
Notes
Index