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Your Call Is (Not That)important To Us (09 Edition)by Yellin
Your Call Is (Not That) Important to Us shows what it's like to be on the other end of your business phone call. Emily Yellin gives insight into why good customer service is so hard to find. It's an absorbing read.
Synopses & ReviewsPlease note that used books may not include additional media (study guides, CDs, DVDs, solutions manuals, etc.) as described in the publisher comments.
Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call we make. And Americans make more than 43 billion customer service calls each year. Whether it's the interminable hold times, the outsourced agents who can't speak English, or the multitude of buttons to press and automated voices to listen to before reaching someone with a measurable pulse — who hasn't felt exasperated at the abuse, neglect, and wasted time we experience 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 engaging, funny, and far-reaching exploration of the multibillion-dollar customer service industry and its surprising inner-workings. Yellin reveals the real human beings and often surreal corporate policies lurking behind its aggravating façade. After reading this first-ever investigation of the customer service world, you'll never view your call-center encounters in quite the same way.
Since customer service has a role in just about every industry on earth, Yellin travels the country and the world, meeting a wide range of customer service reps, corporate decision makers, industry watchers, and Internet-based consumer activists. She spends time at outsourced call centers for Office Depot in Argentina and Microsoft in Egypt. She gets to know the Mormon wives who answer JetBlue's customer service calls from their homes in Salt Lake City, and listens in on calls from around the globe at a FedEx customer service center in Memphis. She meets with the creators of the yearly Customer Rage Study, customer experience specialists at Credit Suisse in Zurich, the founder and CEO of FedEx, and the CEO of the rising Internet retailer Zappos.com. Yellin finds out which country complains about service the most (Sweden), interviews an actress who provides the voice for automated answering systems at many big corporations, and talks to the people who run a website (GetHuman.com that posts codes for bypassing automated voices and getting to an actual human being at more than five hundred major companies.
Yellin weaves her vast reporting into an entertaining narrative that sheds light on the complex forces that create our infuriating experiences. She chronicles how the Internet and global competition are forcing businesses to take their customers' needs more seriously and offers hope from people inside and outside the globalized corporate world fighting to make customer service better for us all.
Your Call Is (Not That) Important to Us cuts through corporate jargon and consumer distress to provide an eye-opening and animated account of the way companies treat their customers, how customers treat the people who serve them, and how technology, globalization, class, race, gender, and culture influence these interactions. Frustrated customers, smart executives, and dedicated customer service reps alike will find this lively examination of the crossroads of world commerce — the point where businesses and their customers meet — illuminating and essential.
Neither the title nor the subtitle of this book should be taken seriously. Though "Your Call Is (Not That) Important to Us" does begin with a chapter describing the frustrations Americans too frequently encounter when they call customer service, basically the book is a rather upbeat account of how businesses are trying to improve service — whether by telephone, Internet or in person — and to respond... Washington Post Book Review (read the entire Washington Post review) more positively to consumer needs. As to what all this "Reveals About Our World and Our Lives," well, on the evidence of this book, the short answer is: not much. Still, Emily Yellin's second book — her first was "Our Mothers' War: American Women at Home and at the Front During World War II" (2004) — has the virtue of taking us into a part of our world that is large and important yet about which most of us know next to nothing. At her very best she writes marginally competent journalese, and most of the time she is content to quote extensively from interviews and other published sources rather than attempting her own analysis. But she has assembled a lot of information, and a lot of it is interesting. Reviewed by Jonathan Yardley, Washington Post Book World (Copyright 2006 Washington Post Book World Service/Washington Post Writers Group)
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"If you've ever been frustrated by automated customer service lines, rude telephone service representatives or agents who can't speak intelligible English, this book is for you. Yellin dives into the often dysfunctional world of customer service, interviewing exasperated consumers, displeased CEOs and infuriated customer service reps. Readers will likely look at the industry differently and with more empathy." Publishers Weekly
Yellin offers a lively narrative exploration of the very human stories behind the often inhuman face of call-center customer service — and why customer service doesn't have to be this bad.
About the Author
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.
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