03/18/2010 05:12 am ET Updated May 25, 2011

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

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.

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