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

Book Cover
Average Rating
Publisher:
Free Press,
Pub. Date:
2009.
Language:
English
Description
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.

More Details
ISBN:
9781416546894
Also in this Series
More Like This
Reviews from GoodReads
Loading GoodReads Reviews.
Staff View

Grouping Information

Grouped Work ID 5ef329f3-d4b9-365d-97ec-8aab76fe9821
full_title your call is not that important to us customer service and what it reveals about our world and our l
author yellin emily
grouping_category book
lastUpdate 2017-08-14 05:04:27AM

Solr Details

_version_ 1576511978416898048
accelerated_reader_interest_level
accelerated_reader_point_value 0
accelerated_reader_reading_level 0
author Yellin, Emily, 1961-
author-letter Yellin, Emily,
author_additional by Emily Yellin.
author_display Yellin, Emily
availability_toggle_arlington Available Now, Entire Collection
available_at_arlington Central
callnumber-a HF5415.5
callnumber-first H - Social Science
callnumber-subject HF - Commerce
callnumber_sort_arlington 658.812 YELLI
collection_arlington Adult Nonfiction
date_added 2011-01-26T05:00:00Z
days_since_added 2401
detailed_location_arlington Central Adult Nonfiction
display_description
format_arlington Book
format_boost 10
format_category_arlington Books
grouping_category book
id 5ef329f3-d4b9-365d-97ec-8aab76fe9821
isbn 9781416546894
item_details ils:.b13027487|.i13874615|Central Adult Nonfiction|658.812 YELLI|||1|false|false|||||On Shelf|Oct 14, 2013|can||
itype_arlington Hardback
language English
language_boost 10
language_boost_es 1
lexile_score -1
lib_boost_arlington 50
literary_form Non Fiction
literary_form_full Non Fiction
local_callnumber_arlington 658.812 YELLI
local_callnumber_exact_arlington 658.812 YELLI
local_callnumber_left_arlington 658.812 YELLI
local_days_since_added_arlington 2401
num_holdings 1
oclc (OCoLC)209698496
owning_library_arlington Arlington Public Library, Aurora Hills, Central, Cherrydale, Columbia Pike, Connection Crystal City, Detention Center, Glencarlyn, Local History, Plaza, Shirlington, Westover
owning_location_arlington Central
physical 291 p. ; 24 cm.
popularity 2
primary_isbn 9781416546894
publishDate 2009
publishDateSort 2009
publisher Free Press,
rating 2.5
rating_facet oneStar, twoStar
record_details ils:.b13027487|Book|Books||English|Free Press,|2009.|291 p. ; 24 cm.
recordtype grouped_work
scope_has_related_records a, arlington, c, d, g, h, o, p, s, u, v, w
scoping_details_arlington ils:.b13027487|.i13874615|On Shelf|On Shelf|false|true|true|false|false|true|999|||
subject_facet Corporations -- Public relations, Customer relations, Customer services
target_audience Adult
target_audience_full Adult
title Your call is (not that) important to us : customer service and what it reveals about our world and our lives
title_display Your call is (not that) important to us : customer service and what it reveals about our world and our lives
title_full Your call is (not that) important to us : customer service and what it reveals about our world and our lives / by Emily Yellin
title_short Your call is (not that) important to us :
title_sort your call is not that important to us customer service and what it reveals about our world and our lives
title_sub customer service and what it reveals about our world and our lives