Your Call Is (not that) Important to Us

Based on interviews with industry professionals at various levels as well as hard-to-believe but true reports of bad customer service, Your Call Is (not that) Important to Us investigates the inner workings of the multimillion-dollar customer service industry. Author Emily Yellin recounts entertaining stories of customer service experiences gone terribly wrong, but she also tells the story from the point of view of customer services representatives, who often confront not only rudeness and irritation but also racism, sexism, vulgarity, and threats. Her description of the anger and abuse customers often inflict on agents creates empathy for the people on the other end of the line.