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Emily Yellin's book, Your Call Is (Not That) Important to Us is reviewed in the Wall Street Journal. From the review, "Ms. Yellin is an illuminating guide whose conclusions are sound: "The intangibles at the heart of each positive encounter remain constant on all sides: trust, respect, empathy, caring, and even some fun."
Americans make an estimated 43 billion calls to customer service per year. That's an average of 143 calls per year for every man, woman, and child in the United States. That means every second of every day, 1,363 Americans are making a call to customer service.
The Customer Rage Study found that about 70 percent of customers feel rage toward companies about service problems. And they react in one or more of these ways: 57 percent never do business with the company again; 28 percent yell or raise their voice at a company employee; eight percent curse, eight percent threaten legal action. Fifteen percent say they want revenge on the company, but only one percent report getting it.
Emily Yellin traversed the country and the world watching, listening, and talking to customers, customer service workers, managers, consultants and corporate CEOs in a cross-section of industries for her book, Your Call Is (Not That) Important to Us. In this presentation she shares some of the universal truths she found at the global crossroads of customer-company interactions that is customer service. Yellin's thought-provoking yet practical message, and her entertaining, instructive, and revealing anecdotes cut across all industries, nationalities, and levels of technological sophistication.
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Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives
Emily Yellin explores the inner workings of this multi-billion-dollar industry and discovers the real human beings behind its sometimes frustrating facade. Yellin meets customer service reps, CEOs, and internet-based consumer activists. She spent time at outsourced call centers for Office Depot in Argentina and Microsoft in Egypt. Yellin weaves her vast reporting into an illuminating and lively 360-view of an industry that touches all of our lives. |
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