Your call is (not that) important to us : customer service and what it reveals about our world and our lives /
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York :
Free Press,
c2009.
|
| Subjects: |
| LEADER | 01643nam a2200229 a 4500 | ||
|---|---|---|---|
| 001 | 555969 | ||
| 005 | 20171111230020.0 | ||
| 008 | 090127s2009 nyu b 001 0 eng | ||
| 020 | |a 9781416546894 | ||
| 040 | |a DLC | ||
| 050 | |a HF5415.5 |b .Y47 2009 | ||
| 082 | |2 22 |a 658.8/12 | ||
| 100 | 1 | |a Yellin, Emily, |d 1961- | |
| 245 | 1 | |a Your call is (not that) important to us : |b customer service and what it reveals about our world and our lives / |c Emily Yellin. | |
| 260 | 1 | |a New York : |b Free Press, |c c2009. | |
| 300 | 1 | |a 291 p. ; |c 24 cm. | |
| 504 | 1 | |a Includes bibliographical references (p. [271]-282) and index. | |
| 505 | 1 | |a 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.com, AOL, GetHuman.com, and Sweden -- To send us your firstborn, please press or say: "One" : automation , Amtrak Julie, artificial intelligence, and eavesdropping -- The other end of the line : call centers, JetBlue, reps, supervisors, prisons, and CustomersSuck.com -- The next available agent: John, Juan, Sean, or Sanjay : international outsourcing, Argentina, TeleTech, Egypt, and the United Kingdom -- The solution is the problem : the old AT&T wireless, Sprint, consultants, cottage industries, and CRM -- Absolutely, positively : FedEx, Zappos.com, Credit Suisse, and CEOs. | |
| 650 | 1 | |a Customer services | |
| 650 | 1 | |a Customer relations | |
| 650 | 1 | |a Corporations |x Public relations | |
| 952 | |a GrThPMO |b 59b018736c5ad17d7e5ae3ba |c 952a |d 9528 |e HF5415.5.Y47 2009 |t 7 |x m |z Books | ||