Your Call is (Not That) Important To Us

Emily Yellin knows customer service, specifically what it reveals about our world and our lives. In her book Your Call is (Not That) Important To Us, Yellin reminds us that when you bring up the subject of customer service phone calls, the blood pressure of everyone within an earshot rises exponentially. Otherwise calm, rational and intelligent people go off on extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call. In this interview Yellin cuts through the corporate jargon and consumer distress to provide a candid account of customer management today.