Reviews | Tips

Newsweek — Page Turner

Emily Yellin’s customer-friendly romp through this unfriendly world rings so true

The Wall Street Journal

Ms. Yellin is an illuminating guide whose conclusions are sound

Library Journal — Starred Review and on list of Best Business Books of 2009

This fascinating history of humanity and technology meeting head-on will be of interest to a wide variety of readers and is highly recommended.

St. Louis Post-Dispatch

Entertaining because Yellin is smart and funny throughout

Fortune Small Business/CNN Money

Our picks for the best new business books

Publishers Weekly

Yellin dives into the often dysfunctional world of customer service, exploring the multibillion-dollar industry from various points of view ...

From Half.com

If you would like an outstanding history of the maddening world of telephone customer service, please press 1. If you want stories of abysmal, appalling, and antagonistic encounters between irate customers and supercilious operators, please press 2. If you want to go inside these call centers, and meet the mild-mannered housewives and college kids who answer calls in marginal locations from Utah to Timbuktu, please press 3. If you want some idea of the ridiculous lengths some companies will go to place automated buffers between themselves and their customers, please press 4. If you want all of the above, please read this book by Emily Yellin, and all of your questions will be answered in the order in which they were received.

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