Your Call Is (Not That) Important to Us PDF Download

Author: Emily Yellin
Publisher: Simon and Schuster
ISBN: 1416594574
Category : Business & Economics
Languages : en
Pages : 355

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Book Description
Journalist Emily Yellin pens a lively narrative exploring the very human stories behind the often-inhuman face of call-center customer service. Whether it’s the interminable hold times, the multitude of buttons to press, or the automated voices before reaching someone with a measurable pulse—who hasn’t felt exasperated at the abuse, neglect, and wasted time 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 highly entertaining and far-reaching exploration of the multibillion-dollar customer service industry and its surprising inner-workings. Since customer service has a role in just about every industry on earth, Yellin travels the country and the world, meeting a wide range of customer service reps, corporate decision makers, industry watchers, and Internet-based consumer activists. She shows the myriad forces that converge to create these aggravating experiences and the people inside and outside the globalized corporate world crusading to make customer service better for us all. For the first time, Yellin gets reveals the heart behind the never-seen faces of call-center customer service—and why customer service doesn’t have to be this bad.

Author: Richard Hardack
Publisher: Rowman & Littlefield
ISBN: 1538177749
Category : Business & Economics
Languages : en
Pages : 377

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Book Description
In a unique exploration of how corporations appropriate the rights and identities of people, Richard Hardack unearths the unexpected consequences of corporate America’s quest to dominate every aspect of our culture. Not only do corporations govern our economy, but corporate personas define our identities and shape our relationships with people and the world around us. In a timely and wide-ranging study, Hardack recontextualizes the inordinate influence of corporations and corporate advertising as a legal, political, psychological, and sociological phenomenon. He connects a surprising array of topics, including advertising, pop culture, representations of nature, science fiction, legal history, the history of colonization and slavery, and the longing to transcend individuality, to show how the principles of corporate personhood—the idea that corporation are people—allow corporations to impersonate and displace actual people. Throughout, Hardack also provides a novel reassessment of the pernicious role and effect of advertising in our daily lives. The book makes accessible a complex topic and integrates many pressing issues in the U.S., including the privatization of the public sphere; the escalating polarization of wealth and rights; unchecked corporate power, influence and monopoly; and the descent of political debate and policy into the language of advertising, branding, and entertainment. Hardack treats the assumptions that foster corporate personhood as both cause and effect, driver and symptom, of a series of transformations in U.S. society. Awakened to this foundational way corporations infiltrate most human activities and interactions, readers can better understand and safeguard themselves against systemic changes to the American economy, culture, and politics.

Author: Laura Penny
Publisher: McClelland & Stewart
ISBN: 1551992884
Category : Business & Economics
Languages : en
Pages : 290

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Book Description
Ever been left spluttering over some fatuous fib trying to pass itself off as information, even as fact? Of course you have. We all have. It's bullshit, and as Laura Penny sees it, we're drowning in the stuff. Your Call Is Important to Us is Penny's brilliant take on the "all-you-can-eat buffet of phoniness" that is our lives today. "We live in an era of unprecedented bullshit production," Penny says. While bullshit is not new, more money, more media, and more people at mics have led to a bullshit pandemic. Today, we are so used to exaggeration and obfuscation we rarely notice them any more.Thank goodness we have Penny as our witty, smart-aleck guide through the phoniness of advertising and public relations, the claptrap of big pharma, the gobbledygook of the media, and the poppycock of the service industry. Along the way, Penny takes direct aim at the major culprits and the insidious ways they distort reality. As scathing as Michael Moore, as incisive as Naomi Klein, and as funny as Al Franken, Penny's take on the bullshit factor in modern life is a page-turner. Penny has a cheeky riff on that revealing question: "If my call is so important," she asks, "why doesn't anyone answer the damn phone?"

Author: Emily Yellin
Publisher: Simon and Schuster
ISBN: 1416546901
Category : Business & Economics
Languages : en
Pages : 355

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Book Description
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. Since customer service has a role in just about every industry on earth, Yellin travels the country and the world, meeting a wide range of customer service reps, corporate decision makers, industry watchers, and Internet-based consumer activists. She spends time at outsourced call centers for Office Depot in Argentina and Microsoft in Egypt. She gets to know the Mormon wives who answer JetBlue's customer service calls from their homes in Salt Lake City, and listens in on calls from around the globe at a FedEx customer service center in Memphis. She meets with the creators of the yearly Customer Rage Study, customer experience specialists at Credit Suisse in Zurich, the founder and CEO of FedEx, and the CEO of the rising Internet retailer Zappos.com. Yellin finds out which country complains about service the most (Sweden), interviews an actress who provides the voice for automated answering systems at many big corporations, and talks to the people who run a website (GetHuman.com that posts codes for bypassing automated voices and getting to an actual human being at more than five hundred major companies. Yellin weaves her vast reporting into an entertaining narrative that sheds light on the complex forces that create our infuriating experiences. She chronicles how the Internet and global competition are forcing businesses to take their customers' needs more seriously and offers hope from people inside and outside the globalized corporate world fighting to make customer service better for us all. Your Call Is (Not That) Important to Us cuts through corporate jargon and consumer distress to provide an eye-opening and animated account of the way companies treat their customers, how customers treat the people who serve them, and how technology, globalization, class, race, gender, and culture influence these interactions. Frustrated customers, smart executives, and dedicated customer service reps alike will find this lively examination of the crossroads of world commerce -- the point where businesses and their customers meet -- illuminating and essential.

Author: Ritch Gaiti
Publisher: Sedona Editions
ISBN: 0615437044
Category : Fiction
Languages : en
Pages : 204

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Book Description
Glebe, an unlikely hero, scores big for the little guy as Glebe tweets his way to becoming the voice of the people in a witty tale so unlikely, that it is totally plausible, definitely relevant, and very funny. A quirky, ex-adman, Glebe teams up with Hartwick, a black homeless gent, to create the consumer revolution that topples once powerful businesses. He just asked people 'if you could change one thing, what would that be?' and tweeted his way to changing the world. And his target included everything from dumb advertising, to incessant telephone calls, the economy, the government and everything else that people were once powerless to impact. Glebe did what you would have done if you had thought of it and were quirky and passionate and wanted to just make a diff.

Author: Bryan Horn
Publisher: AuthorHouse
ISBN: 1728347556
Category : Business & Economics
Languages : en
Pages : 179

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Book Description
The way we do business has changed. Customers are no longer driven by products and services alone. They are experience driven customers who seek meaningful and genuine interactions with the companies they do business with. Many companies have adapted a “too big to fail” mindset and have implemented policies that favor themselves instead of the customers who keep them in business. Employees are treated as money-making machines instead of valued teammates. This has to change. The Customer Service Revolution is packed full of innovating and inspiring stories, and is changing the way companies think about their customers and the employees who make it all happen.

Author: Rita Weiss
Publisher: Sterling Publishing Company, Inc.
ISBN: 9781402740770
Category : Crafts & Hobbies
Languages : en
Pages : 134

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Book Description
Every two years, the International Quilt Association presents the largest and most esteemed quilting competition in the world. The show brings together professional and home quilters alike, all entering their finest pieces. Anyone who wins a prize has true talent, creativity, and skill-- and here, for the very first time, are all the quilts that emerged victorious in all the specialty areas. There are variations on traditional patterns, such as log cabin or Amish Star, as well as exquisite examples of Japanese quilting, Trapunto, and other more unusual forms. While no instructions accompany the eye-opening images, the projects can be reproduced, and the artists offer helpful background on each piece. Quilters will treasure this collection-- and eagerly await new ones to come.

Author: Soo-Inn Tan
Publisher: Graceworks
ISBN: 9811436657
Category : Religion
Languages : en
Pages : 78

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Book Description
All of us have a yearning to understand where we belong in this world. As Christians, most of us understand from Scripture that God has a purpose for each of us and has gifted us differently. But discovering our unique giftedness and where God calls us to use those gifts eludes so many. In his new book, Discover Your Calling: The ABC of Vocational Discernment, Soo-Inn Tan provides biblical and down-to-earth support for those who seek to better understand how God is shaping their lives. Whether you’re a student, entering the workforce, a homemaker, a mid-career worker, or a retiree, discover how God may be preparing you for the continuing challenge and joy of a lifelong walk with Jesus Christ across all aspects of vocation.

Author: Steven Joseph
Publisher: Archway Publishing
ISBN: 148089382X
Category : Family & Relationships
Languages : en
Pages : 178

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Book Description
The Last Surviving Dinosaur: The TyrantoCrankaTsuris introduced the kid readers to the tiniest, most dangerous dinosaur on the planet: The TyrantoCrankaTsuris. All humans descended from this tiny dinosaur—and this follow-up book for adults examines how “crankiness” is part of our nature. Using good humor throughout, Steven Joseph observes that we typically do not hesitate to pour out our CrankaTsuris all over our spouses, kids, parents, and siblings—and then there can be a CrankaTsuris retaliation. Before you know it, you are in the middle of a CrankaTsuris food fight. We’re all cranky at times, but it’s imperative we find a more effective way to be cranky while still making the world a happier place. In this book, learn how to: • Create space for both yours and your family’s crankiness • Utilize a fun “team” approach to crankiness • Take steps to avoid being too cranky • Improve communication with friends and family • Handle cranky dinosaurs in your life (including children) • Effectively diagnose and treat the “Common CrankaTsuris” When it comes to crankiness, the infection rate in a given room is likely close to 100 percent. When trying to manage that crankiness—as well as your own—the ultimate answer will always be love.

Author: Christoph Keller
Publisher: Random House
ISBN: 1802061002
Category : Biography & Autobiography
Languages : en
Pages : 187

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Book Description
'Fascinating ... compelling ... very funny' Sunday Times 'A defiant call to arms ... affecting ... lingers long in the memory after its final page' Morning Star 'A skilful act of literary witness, sharp, moving and funny' Joanne Limburg 'Christoph Keller ... ranks among the great Swiss writers' Neue Zürcher Zeitung Most stories of disability follow a familiar pattern: Life Before Accident. Life After Accident. For Christoph Keller, it was different: his childhood diagnosis with a form of Spinal Muscular Atrophy only revealed what had been with him since birth. SMA III, the 'kindest one', allows those who have it to live a long life, and it progresses slowly. There is no cure. By the age of 25, he had to use a wheelchair some of the time. 'There were two of me: Walking Me. Rolling Me.' By 32, he could still walk into a restaurant with a cane or on somebody's arm. At 45, 'Rolling Me' took over altogether. Intimate, absurdist and winningly frank, Every Cripple a Superhero is at once a memoir of life with a progressive disorder, and a profound exploration of the challenges of loving, being loved, and living a public life - navigating restaurants, aeroplanes, museums and artists' retreats - in a world not designed for you. Threaded throughout are Keller's own photographs of the unexpected beauty found in puddle-filled 'curb cuts', the pavement ramps that, left to disintegrate, form part of the urban obstacle course. Those puddles become portals into a different, truer city; and, as they do, so this book - told with humour and immense grace - begins to uncover a truer world: one where the 'normal' is not normal, where disability is far more widespread than we might think, and where there always exist, just alongside our own, the lives of everyday superheroes.