Your call is (not that) important to us : customer service and what it reveals about our world and our lives /
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| Format: | Book |
| Language: | English |
| Published: |
New York :
Free Press,
c2009.
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| Subjects: |
Table of Contents:
- 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.