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"Your Call Is (Not That) Important To Us": Author Of New Book On The Customer Service Industry

First Posted: 03/18/10 06:12 AM ET Updated: 05/25/11 03:55 PM ET

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AARP Bulletin Today:

Dial a company's customer service phone number and what do you get--when your call finally gets through? Robotic automated-response prompts. ...

Emily Yellin can relate. Her own exasperating experience in trying to schedule a repair to a furnace under warranty inspired her to write "Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives", an in-depth look into the inner workings of the often dysfunctional multibillion-dollar industry of customer service call centers.

Read the whole story: AARP Bulletin Today

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Dial a company's customer service phone number and what do you get--when your call finally gets through? Robotic automated-response prompts. ... Emily Yellin can relate. Her own exasperating experien...
Dial a company's customer service phone number and what do you get--when your call finally gets through? Robotic automated-response prompts. ... Emily Yellin can relate. Her own exasperating experien...
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willitell
5 Fans
03:20 PM on 12/15/2009
This society is becoming more inhumane by the minute. Very few care about customer service anymore. even in stores. It seems if they do it is only "money motivated" kindness. One of my pet peeves is walking into a store and hearing a robotic "hello how can I help you" before both of my feet are even through the front door, and before making eye contact with the robot salesperson.
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BlackJAC
It's better to be a black king than a white knight
1107 Fans
02:58 PM on 12/11/2009
http://despair.com has a poster that reads "CUSTOMER DISSERVICE: If We Ignore The Customer, Perhaps They'll Stop Bothering Us."
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