1st Free Press trade pbk. ed. |Free Press,New York :2010.
ISBN: 1416546901 (pbk.)
Physical Description:printxiv, 301 p. ; 22 cm.
Edition:1st Free Press trade pbk. ed.
Publisher:New York : Free Press, 2010.
General Note: "Updated throughout plus new introduction and new chapter"--Cover.Includes bibliographical references and index.
Formatted Contents Note: Random acts of rudeness : customer encounters, Comcast, and customer rage -- What would Alexander Graham Bell say now? : the telephone and the birth of today's customer service industry -- "You're going to listen to me" : Internet advocacy, Consumerist.com, AOL, GetHuman.com, and Sweden -- To send us your firstborn, please press or say: "One" : automation , Amtrak Julie, artificial intelligence, and eavesdropping -- The other end of the line : call centers, JetBlue, reps, supervisors, prisons, and CustomersSuck.com -- The next available agent: John, Juan, Sean, or Sanjay : international outsourcing, Argentina, TeleTech, Egypt, and the United Kingdom -- The solution is the problem : the old AT&T wireless, Sprint, consultants, cottage industries, and CRM -- Absolutely, positively : FedEx, Zappos.com, Credit Suisse, and CEOs -- Your tweet is important to us : new chapter for the paperback edition.