Your Call Is (Not That) Important to Us

Released on by Emily Yellin
preview-18

  • Your Call Is (Not That) Important to Us Book Detail

  • Author : Emily Yellin
  • Release Date : 2010-08-17
  • Publisher : Simon and Schuster
  • Genre : Business & Economics
  • Pages : 356
  • ISBN 13 : 1416546901
  • File Size : 89,89 MB
DOWNLOAD BOOK

Your Call Is (Not That) Important to Us by Emily Yellin PDF Summary

Book 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.

Disclaimer: www.yourbookbest.com does not own Your Call Is (Not That) Important to Us books pdf, neither created or scanned. We just provide the link that is already available on the internet, public domain and in Google Drive. If any way it violates the law or has any issues, then kindly mail us via contact us page to request the removal of the link.

Your Call Is (Not That) Important to Us

Your Call Is (Not That) Important to Us

File Size : 79,79 MB
Total View : 3859 Views
DOWNLOAD

Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intell

Your Call Is (Not That) Important to Us

Your Call Is (Not That) Important to Us

File Size : 52,52 MB
Total View : 8005 Views
DOWNLOAD

Journalist Emily Yellin pens a lively narrative exploring the very human stories behind the often-inhuman face of call-center customer service. Whether it’s t

Discover Your Calling

Discover Your Calling

File Size : 43,43 MB
Total View : 8904 Views
DOWNLOAD

All of us have a yearning to understand where we belong in this world. As Christians, most of us understand from Scripture that God has a purpose for each of us

Your Call Is Important To Us

Your Call Is Important To Us

File Size : 9,9 MB
Total View : 6088 Views
DOWNLOAD

Ever been left spluttering over some fatuous fib trying to pass itself off as information, even as fact? Of course you have. We all have. It's bullshit, and as

Live Your Calling

Live Your Calling

File Size : 27,27 MB
Total View : 4289 Views
DOWNLOAD

An action-plan for self-fulfillment that helps people find their true calling in life This practical and inspirational guide helps Christian men and women of al