Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives by Emily Yellin
Requirements: ePUB, MOBI or AZW3 Reader, 1.4MB
Overview: Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially.
Otherwise calm, rational, and intelligent people go into extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call we make. And Americans make more than 43 billion customer service calls each year. Whether it’s the interminable hold times, the outsourced agents who can’t speak English, or the multitude of buttons to press and automated voices to listen to before reaching someone with a measurable pulse — who hasn’t felt exasperated at the abuse, neglect, and wasted time we experience 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 engaging, funny, and far-reaching exploration of the multibillion-dollar customer service industry and its surprising inner-workings. Yellin reveals the real human beings and often surreal corporate policies lurking behind its aggravating façade. After reading this first-ever investigation of the customer service world, you’ll never view your call-center encounters in quite the same way.
Genre: Non-Fiction, Sociology
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