| Author's Note |
|
xi | |
| 1. Random Acts of Rudeness |
|
1 | |
|
Customer encounters, Comcast, and customer rage |
|
|
| 2. What Would Alexander Graham Bell Say Now? |
|
21 | |
|
The telephone and the birth of today's customer service industry |
|
|
| 3. "You're Going to Listen to Me" |
|
42 | |
|
Internet advocacy, Consumerist.com, AOL, GetHuman.com, and Sweden |
|
|
| 4. To Send Us Your Firstborn, Please Press or Say: "One" |
|
77 | |
|
Automation, Amtrak Julie, artificial intelligence, and eavesdropping |
|
|
| 5. The Other End of the Line |
|
107 | |
|
Call centers, JetBlue, reps, supervisors, prisons, and CustomersSuck.com |
|
|
| 6. The Next Available Agent: John, Juan, Sean, or Sanjay |
|
140 | |
|
International outsourcing, Argentina, TeleTech, Egypt, and the United Kingdom |
|
|
| 7. The Solution Is the Problem |
|
184 | |
|
The old AT&T Wireless, Sprint, consultants, cottage industries, and CHM |
|
|
| 8. Absolutely, Positively |
|
219 | |
|
FedEx, Zappos.com, Credit Suisse, and CEOs |
|
|
| Acknowledgments |
|
262 | |
| Notes |
|
271 | |
| Index |
|
283 | |