Brian's Reviews > Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives

Your Call Is (Not That) Important to Us by Emily Yellin
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's review
Jul 02, 2010

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Read in June, 2010

Read this if you're in the mood for hearing some amusing rants about customer service via call centre and internet, from both outside and inside the industry. Much of the research and anecdotes in the book lead to common sense conclusions you'd already expect, but it's comforting to have them articulated and confirmed. Yes, there really are people out there who do believe in better service!

I think my favourite chapter was the exploration of Interactive Voice Response systems. I loved reading some of the quotes aloud, trying to mimic the tone of an unflappable IVR system which constantly apologizes for not hearing you right!

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