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

by Emily Yellin


Yellin (Our Mothers War) dives into the often dysfunctional world of customer service, exploring the . Yellin doesn't just dwell on complaints, however.

Yellin (Our Mothers War) dives into the often dysfunctional world of customer service, exploring the multimillion-dollar industry from various points of view, interviewing exasperated consumers, displeased CEOs and infuriated customer service reps themselves. She also looks at our nature to complain, what we complain about and how we do so. She adeptly covers the history of technology and its role in consumerism and customer service. - St. Louis Post-Dispatch (Missouri).

Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. 0 5 Author: Emily Yellin. 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.

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Includes bibliographical references (p. -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.

Customer services Customer relations Corporations Public relations. Download now Your call is (not that) important to us : customer service and what it reveals about our world and our lives by Emily Yellin. Download PDF book format. Download DOC book format.

Автор: Yellin, Emily Название: Your Call Is (Not That) Important .

Автор: Yellin, Emily Название: Your Call Is (Not That) Important to Us ISBN: 1416546898 ISBN-13(EAN): 9781416546894 Издательство: Simon & Schuster Рейтинг . com that posts codes for bypassing automated voices and getting to an actual human being at more than five hundred major companies.

Customer Service and What It Reveals About Our World and Our Lives. For the first time, Yellin gets at the heart of the 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.

Emily Yellin knows customer service, specifically what it reveals about our world and our lives. In her book Your Call is (Not That) Important To Us, Yellin reminds us that when you bring up the subject of customer service phone calls, the blood pressure of everyone within an earshot rises exponentially. Otherwise calm, rational and intelligent people go off on extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call

This book vividly shows that awful customer service interactions go beyond making us feel dehumanized. Published by Thriftbooks.

This book vividly shows that awful customer service interactions go beyond making us feel dehumanized. They make us feel that being human in the first place is a weakness - for both the harassed caller and the agent being measured like a machine, or replaced by one. Surely that is not the message companies mean to send to either their customers or their employees. We've all been there, wasting precious time to ask a simple question, only to be passed on to various people, rarely a human voice.

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Whether it’s the interminable hold times, the multitude of buttons to press, or the automated voices before reaching someone with a measurable pulse—who hasn’t felt exasperated at the abuse, neglect, and wasted time 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 highly entertaining and far-reaching exploration of the multibillion-dollar customer service industry and its surprising inner-workings. 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 shows the myriad forces that converge to create these aggravating experiences and the people inside and outside the globalized corporate world crusading to make customer service better for us all. Because of the fast-moving nature of the industry, the paperback will be revised and updated throughout, including a fresh Introduction. For the first time, Yellin gets at the heart of the human stories behind the often inhuman face of call-center customer ?service—and why customer service doesn’t have to be this bad.

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

ISBN13: 978-1416546900

ISBN: 1416546901

Author: Emily Yellin

Category: Business and Money

Subcategory: Processes & Infrastructure

Language: English

Publisher: Free Press; Reprint edition (August 17, 2010)

Pages: 320 pages

ePUB size: 1270 kb

FB2 size: 1460 kb

Rating: 4.4

Votes: 316

Other Formats: lit lrf azw txt

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

Grokinos
If you have ever worked in a customer service call center or tried to get help from one, this book will explain why both are so frustrating. Most companies treat call centers like a drain on profits and do not adequately train or motivate the people who answer their phones, nor do they allow them to make decisions.

The author, Emily Yellin, visits traditional customer service call centers as well as those companies that use call centers as an information resource. She shows how the traditional call centers drive customers away and smart call centers help recruit and retain customers over the long term.

Since many corporate executives think only about the numbers on the next quarterly report, they often miss the long term benefits inherent in serving their customers. Yellin provides quite a bit of evidence supporting this conclusion.
Grokinos
If you have ever worked in a customer service call center or tried to get help from one, this book will explain why both are so frustrating. Most companies treat call centers like a drain on profits and do not adequately train or motivate the people who answer their phones, nor do they allow them to make decisions.

The author, Emily Yellin, visits traditional customer service call centers as well as those companies that use call centers as an information resource. She shows how the traditional call centers drive customers away and smart call centers help recruit and retain customers over the long term.

Since many corporate executives think only about the numbers on the next quarterly report, they often miss the long term benefits inherent in serving their customers. Yellin provides quite a bit of evidence supporting this conclusion.
Flash_back
I knew Emily Yellin was a fair writer when Fred Smith, founder of Fedex actually sat and visited with her and shared stories. Mr Smith is long past the point of having time to retell old stories, and seldom makes himself available anymore, but he knew she'd come prepared with days of insight and careful observation. He came to life with her questions because she is not coming for a pick, to get even, or leave with an agenda. She's simply reporting how some company's have worked hard to see all this from the customer perspective, and how other company's paid a price by not realizing customers keep calling if ignored and tell friends and websites if talked down to. Her followup to confirm stories was impressive as she could have relied on emotionally driven blogs to jazz up this book. She seeks to show both sides. She's NO hack. She's written for the NY Times, Washington Post, and Time, and one senses she just had a real curiosity about this topic and WANTED to write the book. A good study at the corporate level for sure. John Young
Flash_back
I knew Emily Yellin was a fair writer when Fred Smith, founder of Fedex actually sat and visited with her and shared stories. Mr Smith is long past the point of having time to retell old stories, and seldom makes himself available anymore, but he knew she'd come prepared with days of insight and careful observation. He came to life with her questions because she is not coming for a pick, to get even, or leave with an agenda. She's simply reporting how some company's have worked hard to see all this from the customer perspective, and how other company's paid a price by not realizing customers keep calling if ignored and tell friends and websites if talked down to. Her followup to confirm stories was impressive as she could have relied on emotionally driven blogs to jazz up this book. She seeks to show both sides. She's NO hack. She's written for the NY Times, Washington Post, and Time, and one senses she just had a real curiosity about this topic and WANTED to write the book. A good study at the corporate level for sure. John Young
dermeco
I really enjoyed this book. It really explains what is wrong with telephone customer service these days. It gives a brief history about how different phone systems evolved, including those dreadful menu systems everyone hates (Press 1 for this, press 2 for that.) It is evident the author did extensive research, including going to South America to check into the outsourced customer service industry.

This book should be required reading for those penny-pinching executives who make the decisions about customer service departments. Perhaps they will be reminded that they are supposed to serve the customer.
dermeco
I really enjoyed this book. It really explains what is wrong with telephone customer service these days. It gives a brief history about how different phone systems evolved, including those dreadful menu systems everyone hates (Press 1 for this, press 2 for that.) It is evident the author did extensive research, including going to South America to check into the outsourced customer service industry.

This book should be required reading for those penny-pinching executives who make the decisions about customer service departments. Perhaps they will be reminded that they are supposed to serve the customer.
Gogul
Great satire on robot answering machines and their designers
Gogul
Great satire on robot answering machines and their designers
Mr.Champions
This book is a MUST have and MUST read for all persons dealing in customer service. Whether you are a CSR, Manager, or Professor (as I am) teaching Business courses this book is an invaluable addition to the Customer Service Library.
Mr.Champions
This book is a MUST have and MUST read for all persons dealing in customer service. Whether you are a CSR, Manager, or Professor (as I am) teaching Business courses this book is an invaluable addition to the Customer Service Library.
Grarana
Too bad that its not required reading for anyone who answers the phone at a business, like the tax industry
Grarana
Too bad that its not required reading for anyone who answers the phone at a business, like the tax industry
Cherry The Countess
This book is very helpful, giving resouces, and example, which is necessary for a consumer to handle the challenges of today's market
Cherry The Countess
This book is very helpful, giving resouces, and example, which is necessary for a consumer to handle the challenges of today's market
It is very interesting, story telling compelling and entertaining, it provides tools and resources for improvement (me leading a call center found very useful tools) I absolutely recomend it. There should be less focus on the Dont's and more on the do's though.
It is very interesting, story telling compelling and entertaining, it provides tools and resources for improvement (me leading a call center found very useful tools) I absolutely recomend it. There should be less focus on the Dont's and more on the do's though.