From the Book - 1st Free Press trade pbk. ed.
Random acts of rudeness : customer encounters, Comcast, and customer rage
What would Alexander Graham Bell say now? : the telephone and the birth of today's customer service industry
"You're going to listen to me" : Internet advocacy, Consumerist.com, AOL, GetHuman.com, and Sweden
To send us your firstborn, please press or say: "One" : automation , Amtrak Julie, artificial intelligence, and eavesdropping
The other end of the line : call centers, JetBlue, reps, supervisors, prisons, and CustomersSuck.com
The next available agent: John, Juan, Sean, or Sanjay : international outsourcing, Argentina, TeleTech, Egypt, and the United Kingdom
The solution is the problem : the old AT&T wireless, Sprint, consultants, cottage industries, and CRM
Absolutely, positively : FedEx, Zappos.com, Credit Suisse, and CEOs
Your tweet is important to us : new chapter for the paperback edition.
1. Random Acts of Rudeness: Customer encounters, Comcast, and customer rage
2. What Would Alexander Graham Bell Say Now?: The telephone and the birth of today's customer service industry
3. "You're Going to Listen to Me": Internet advocacy, Consumerist.com, AOL, GetHuman.com, and Sweden
4. To Send Us Your Firstborn, Please Press or Say: "One": Automation, Amtrak Julie, artificial intelligence, and eavesdropping
5. The Other End of the Line: Call centers, JetBlue, reps, supervisors, prisons, and CustomersSuck.com
6. The Next Available Agent: John, Juan, Sean, or Sanjay: International outsourcing, Argentina, TeleTech, Egypt, and the United Kingdom
7. The Solution Is the Problem: The old AT&T Wireless, Sprint, consultants, cottage industries, and CRM
8. Absolutely, Positively: FedEx, Zappos.com, Credit Suisse, and CEOs
