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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 – Bargain Price, August 17, 2010
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From Publishers Weekly
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved. --This text refers to an out of print or unavailable edition of this title.
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Top Customer Reviews
The author, Emily Yellin, visits traditional customer service call centers as well as those companies that use call centers as an information resource. She shows how the traditional call centers drive customers away and smart call centers help recruit and retain customers over the long term.
Since many corporate executives think only about the numbers on the next quarterly report, they often miss the long term benefits inherent in serving their customers. Yellin provides quite a bit of evidence supporting this conclusion.
She doesn't offer a lot of new conclusions or anything earth shattering for people like me who have been doing it for awhile (but then, I suspect that the general public is her target audience, not me).
She points out that companies are continually walking a line between saving money and serving their customers. She mentions that the "silos" between organizations in a business sometimes get in the way of good communication and good customer service. And, she says that good customer service has to come from a commitment from management at the highest levels of the company. None of this is a surprise.
However, she does offer some interesting tidbits and useful quotes, some from other sources. It's always nice to have new sources for presentations, especially numbers and quotes.
The chapter I thought most worth a read was her interview with David McQuillen, the first "Director of Customer Experience" at Credit Suisse. (p. 248-259) It was very interesting to read his techniques for how he got other parts of his organization to start paying attention to customer satisfaction. He does a lot of "experience immersion," where he makes executives and members of his organization get direct experience with how it feels to be a customer of their organization.Read more ›
This book should be required reading for those penny-pinching executives who make the decisions about customer service departments. Perhaps they will be reminded that they are supposed to serve the customer.
Most Recent Customer Reviews
Great satire on robot answering machines and their designersPublished 7 months ago by T. G. Gutheil
this is really how society is going nobody cares about what they are doing . this book is right on topic about society now . Read morePublished on April 19, 2014 by Amazon Customer
Too bad that its not required reading for anyone who answers the phone at a business, like the tax industryPublished on April 8, 2014 by Herzuki
It is very interesting, story telling compelling and entertaining, it provides tools and resources for improvement (me leading a call center found very useful tools) I absolutely... Read morePublished on March 30, 2013 by gabriel salazar
i heard about this book on NPR. the stories recounted on the radio were the best the book had to offer. Read morePublished on April 11, 2012 by Jenna Mckinney
This book is very helpful, giving resouces, and example, which is necessary for a consumer to handle the challenges of today's marketPublished on March 25, 2012 by OK
Maybe it's not what I thought. I figured it would be more of an exposé and more in-depth about call-centers and customer service and what sucks. Read morePublished on August 9, 2011 by JGBPDX
Thought to skim the book, but could not put it down. Its that good! Not just for customer service but business as a whole, loved the Gladwell quotes and the take on Sprint. Read morePublished on April 2, 2011 by Bayou
Book is well written, addresses issues we have all had with rude customer service(or lack of) sometime humorus sometimes disgusting, we all seem to have our own horror stories... Read morePublished on March 6, 2011 by Buckwheat