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Friday, June 12, 2009

Book review: "Your Call Is (Not That) Important To Us"

By Terri Schlichenmeyer
by Emily Yellin c.2009, Free Press $26.00 / $34.00 Canada 292 pages, includes index
You had a pressing little problem.

It started when you called a customer service hotline. The call connected, you pressed "1" for English, "2" for tech support, "4" for the specific product, then "9" to get a live operator.

But pressing "9" connected you somewhere else so you pressed "0" and heard "Thank you, goodbye." You had to start all over with your pressing little problem, pressing this number and that until you hung up in frustration.

What happened to customer service?

Author Emily Yellin wondered that same thing, and in her new book, "Your Call Is (not that) Important to Us", she takes a look at the evolution of customer relations and what is done when you press "1".

Ever since commerce was created, customers have complained about their ability to complain. Studies have shown that consumers overall are dissatisfied with one out of every five purchases but only a small percentage of those unhappy customers contact the corporation about it.

They figure nothing would be done anyhow, so why bother?

To battle what some believe are uncaring companies, websites have offered tips on getting around automated systems. Call center employees have gone on strike on behalf of their customers. Consumers are angry and disgusted by what they perceive is corporate apathy.

To their credit, Yellin points out, many businesses have been feverishly trying to solve the problem as best they can. Outsourcers (the second-least expensive method of customer service) are ever-vigilant for cultural differences and lingual accent elimination. Customer assistance via websites seems to be catching on. Businesses are beginning to understand that stellar customer service is not a necessary evil, but that it keeps customers coming back.

Still, when you're frustrated, you don't care about that. You want answers now. When you finally get through to that live person on the phone, it helps to remember that he or she is human, too. She might be a grandmother working from home in South Dakota. You might speak to a college student in Argentina or a mother in Nicaragua. The man with the Indian accent may be more educated than you are.

With a consumer's need for understanding and a journalist's curiosity, author Emily Yellin traveled the world in search of stories of customer service successes and failures.

What she discovered will amaze you and shock you. Or maybe not.

Yellin found people who are ferocious about customer service, including reports of CEOs taking their turn at call center phones. She spoke with people who make the study of customer relations their life's work. Conversely, she reports how blogs and websites have forced businesses to take action on poor customer relations, and how some companies still don't get it.

Please listen carefully, as your options have changed: for businesses that want to spend their customer-relations money wisely, "Your Call Is (not that) Important to Us" gives plenty of positive ideas. For frustrated customers, it's a reminder that the voice on the other end of the phone belongs to somebody just trying to make a living.

-- Schlichenmeyer has been reading since she was three years old and she never goes anywhere without a book. She lives on a hill in Wisconsin with two dogs and 11,000 books.


Comments: 4

At March 7, 2016 at 12:20 AM, Blogger NagaRaj Raj said...

Battle what some believe square measure uncaring firms, book have offered recommendations on obtaining around machine-driven systems.Centro staff have gone on strike on behalf of their customers.Yellin points out, several businesses are feverishly making an attempt to unravel the matter as best they'll. Outsources the second-least high-priced technique of client service square measure ever-vigilant for cultural variations and lingual accent elimination. My name is nagaraj I'm working in this cabs in kochi I think client help via books appears to be catching on. Businesses square measure getting down to perceive that stellar client service isn't a necessary evil, however that it keeps customers returning.

At December 15, 2016 at 1:48 PM, Blogger MSM said...

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At August 15, 2017 at 1:49 PM, Blogger قمم التميز said...

شركة مكافحة حشرات
شركة مكافحة حشرات بالخبر
تهتم شركة قمم التميز باعمال الرش والقضاء على الحشرات المنزلية فمهما كانت المعاناة ومهما كانت كمية الحشرات التى تعانى منها فتعاون مع افضل شركة تهتم بهذه الخدمة الان
الحشرات المنزلية من المشكلات التى تعانى منها البيوت ، وخصوص فى المناطق المرتفعة فيها الحرارة ، وحيث تنشر الحشرات فى المنزل وقد تسبب متاعب كثيرة وأمراض خطيرة .
وللحماية منزلك من الحشرات ومنع دخولها ويمكن ان نطرح بعض النصائح :
*الحرص على النظافة الدائمة للمنزل ،
*التهوية الجيدة لغرف المنزل ودخول أشعة الشمس لقتل الحشرات التى لا ترى إلا بالعين المجردة .
*التخلص من القمامة أول بأول حتى لا تكون عرضه للأنتشار الحشرات .
نتظيف خزانات الطعام وتهويتها جيدة، والتخلص من الفضلات ، وغلق المحكم للبرطمانات للطعام التى تواجد فى خزانة حتى لا تكون مصدر لتسرب الحشرات .
*وضع سلك شبكة صغير الحجم على النوافذ والأبواب ، وسد الثقوب والشقوق بالأسمنت اوجبس ،لكى لا تتسرب الحشرات منها . شركة مكافحة النمل الابيض بالخبر
*تنظيف الأطباق وأوانى الطعام بعد استعمالها مباشرة ، لأنها قد تسبب فى خروج الحشرات من المكان التى تعيش فيه .
*عدم ترك فضلات الطعام على مائدة الطعام ، وتنظيف بصفة دورية تمنع من أنتشار الحشرات والوقاية منها .
وهناك حشرات متعددة قد تسبب للأنسان أزعاج دائم ومنها : النمل والصراصير والبق والذباب والناموس والفئران .
النمل نوعان * النمل عادى مصدر غذائه فضلات الطعام ويعيش فى ثقوب وشقوق المنزل .
والنمل الأبيض يسمى ( العتة) وهو يحتاج إلى طعام الدائم لكى يبقى على قيد الحياة ، مصدر غذائه السكر (الجلكوز) الموجود فى الخشب ، و المتواجد فى الأبواب والنوافذ والأثاث ، وقد يسبب خطر كبير على منزلك فالنمل الأبيض يعمل ممرات ويقوم بتأسيس بيت له أسفل المنزل ، ويكون دمار بمرور الوقت وأضرار فادحة لايمكن اصلاحها إلا بعد فوات الآوان . شركة رش مبيدات بالخبر
ويمكن التخلص من النمل الأبيض برش مبيدات كيمائية مخصص لها أثناء بناء الأثاث فى الأرض ، وعند تركيب الأبواب التأكيد من أغلاق جميع الفتحات فى جوانب الباب وألأفضل تركيب الأبواب بالمفاصل وليس بالمواد اللزقة ، وعند شراء الأثاث الضغط على الخشب وتأكد مدى قوتها وعدم أصابتها بالنمل الأبيض .
أما النمل العادى التى يتواجد المطبخ يمكن التخلص منه بقليل من الصودا المخلوطة بالسكر وضعها فى الثقوب والفتحات التى تخرج منها فالنمل يموت فى الحال .
فى خزانة الطعام نضع فيها قليل من القهوة المرة أو الفلفل غير المطحون فهو يخلصك من النمل نهائيا وكذلك الحشرات الأخرى .
والصراصير لمنعها من أنتشارها فى المنزل يمكن سد البالوعات والمراحيض فى الليل ، صب المحاليل السامة أو مشتقات البترول القتلة فى فتحات المراحيض والبالوعات ثم صب ماء عليها فى الصباح. شركة تخزين اثاث بالخبر
ممكن عمل كرات من الدقيق بها مواد سامة أى معجونة بالمبيدات الحشرية ووضعها فى المكان الذى تكثر فيه الصراصير .... وتكون بعيده عن منتاول الأطفال .


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