Book by Yellin Emily
Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.
"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
"For small business owners, Yellin's prodigiously researched book is a useful cautionary tale." -- Fortune Small Business Magazine
"Ms. Yellin, a Memphis-based journalist, mixes polls and studies with excerpts from published reports and her own insightful reporting from call centers and related businesses in the U.S. and overseas... [she] is an illuminating guide whose conclusions are sound" -- Wall Street Journal
"After death, taxes and inclement weather, it's one of life's most inescapable downers: the customer-service call. Getting help can be an automated hell, an eternity of Muzak, code punching and security questions. Which is why the title of Emily Yellin's customer-friendly romp through this unfriendly world rings so true: 'Your Call Is (Not That) Important to Us.'" -- Newsweek
"According to the author, [customer service is] a barometer of how we communicate and how we treat each other not only nationally but globally and across all sorts of barriers." -- Memphis Flyer
"Yellin divulges the woes of mistreated consumers, striking a chord not only with adults who have fantasized about destroying stubborn fax machines and voice recognition systems, but also those who take their revenge on companies by posting injustices on the Web. Yellin doesn't just dwell on complaints, however. 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)
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.
Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.
Frais de port :
Gratuit
Vers Etats-Unis
Frais de port :
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Vers Etats-Unis
Vendeur : Better World Books, Mishawaka, IN, Etats-Unis
Etat : Good. Former library book; may include library markings. Used book that is in clean, average condition without any missing pages. First Free Press hardcover edition March 2009. N° de réf. du vendeur 45770083-6
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Vendeur : ThriftBooks-Dallas, Dallas, TX, Etats-Unis
Hardcover. Etat : As New. No Jacket. Pages are clean and are not marred by notes or folds of any kind. ~ ThriftBooks: Read More, Spend Less 0.6. N° de réf. du vendeur G1416546898I2N00
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Vendeur : ThriftBooks-Atlanta, AUSTELL, GA, Etats-Unis
Hardcover. Etat : As New. No Jacket. Pages are clean and are not marred by notes or folds of any kind. ~ ThriftBooks: Read More, Spend Less 0.6. N° de réf. du vendeur G1416546898I2N00
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Vendeur : Isle of Books, Bozeman, MT, Etats-Unis
Hardcover. Etat : Very Good. Etat de la jaquette : Very Good. N° de réf. du vendeur 250499
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Vendeur : HPB-Ruby, Dallas, TX, Etats-Unis
hardcover. Etat : Very Good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority!. N° de réf. du vendeur S_361896712
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Vendeur : Ezekial Books, LLC, Manchester, NH, Etats-Unis
Etat : VeryGood. Former Library Copy in Very Good Condition. 100% Satisfaction Guaranteed. N° de réf. du vendeur 51UNSI00093H
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Vendeur : 2Vbooks, Derwood, MD, Etats-Unis
Hard cover. Etat : Fine in fine dust jacket. Glued binding. Paper over boards. With dust jacket. 291 p. Audience: General/trade. No previous owner's name HC 226. N° de réf. du vendeur Alibris.0030252
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Vendeur : Book Deals, Tucson, AZ, Etats-Unis
Etat : Good. Good condition. This is the average used book, that has all pages or leaves present, but may include writing. Book may be ex-library with stamps and stickers. 1.1. N° de réf. du vendeur 353-1416546898-gdd
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Vendeur : Ebooksweb, Bensalem, PA, Etats-Unis
Etat : Acceptable. Used: Acceptable Condition. N° de réf. du vendeur 52GZZZ01S240_ns
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Vendeur : Ebooksweb, Bensalem, PA, Etats-Unis
Etat : Good. Used Good:Minor shelf wear. N° de réf. du vendeur 52GZZZ01RMIP_ns
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