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Your call is (not that) important to us : customer service and what it reveals about our world and our lives Book
Book | 1st Free Press trade pbk. ed. | Free Press, New York : 2010.



  • ISBN: 1416546901 (pbk.)
  • ISBN: 9781416546900
  • 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,, AOL,, 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 -- 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,, Credit Suisse, and CEOs -- Your tweet is important to us : new chapter for the paperback edition.

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