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

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

ISBN: 9781416546900

ID: 6236613

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 facade. 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, globaliz Your Call Is (Not That) Important to Us: Customer Service and What It Reveals about Our World and Our Lives Yellin, Emily, Free Press

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Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives
book is out-of-stock
(*)
Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives - used book

ISBN: 9781416546900

ID: 9781416546900

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 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 Books, Business & Economics~~Customer Relations, Your-Call-Is~~Emily-Yellin, , , , , , , , , , Free Press

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Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives - Emily Yellin
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Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives - new book

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NA Customer Service, Customer, World, Simon &amp amp amp amp amp amp amp amp amp amp amp amp amp amp amp amp amp amp amp amp Schuster

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Your Call is (Not That) Important to Us Customer Service and What It Reveals About Our World and Our Lives - Emily Yellin
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Emily Yellin:
Your Call is (Not That) Important to Us Customer Service and What It Reveals About Our World and Our Lives - new book

ISBN: 9781416546900

ID: 9781416546900

Your Call is (Not That) Important to Us Customer Service and What It Reveals About Our World and Our Lives Author :Emily Yellin 9781416546900 1416546901, [PU: Simon & Schuster]

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Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives - Emily Yellin
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Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives - used book

ISBN: 9781416546900

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Details of the book
Your Call Is (Not That) Important to Us: Customer Service and What It Reveals about Our World and Our Lives
Author:

Yellin, Emily

Title:

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

ISBN:

1416546901

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.

Details of the book - Your Call Is (Not That) Important to Us: Customer Service and What It Reveals about Our World and Our Lives


EAN (ISBN-13): 9781416546900
ISBN (ISBN-10): 1416546901
Paperback
Publishing year: 2010
Publisher: FREE PR
301 Pages
Weight: 0,268 kg
Language: eng/Englisch

Book in our database since 30.12.2011 05:31:06
Book found last time on 01.10.2016 19:34:52
ISBN/EAN: 1416546901

ISBN - alternate spelling:
1-4165-4690-1, 978-1-4165-4690-0

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