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Your Call Is (Not That) Important to Us - Customer Service and What It Reveals about Our World and Our Lives (Paperback, Updated ed.)
Loot Price: R367
Discovery Miles 3 670
You Save: R68
(16%)
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Your Call Is (Not That) Important to Us - Customer Service and What It Reveals about Our World and Our Lives (Paperback, Updated ed.)
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List price R435
Loot Price R367
Discovery Miles 3 670
You Save R68 (16%)
Expected to ship within 10 - 15 working days
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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.
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