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Why We're Treated Badly

Your Call Is (Not That) Important To Us

What Lousy Customer Service Reveals

When you call for customer care, do you ever feel like your call is not that important to the representative helping you?

If so, you're not alone. Every year, more than 43 billion calls are made to customer service representatives, yet companies still haven't learned the value of good customer service.

Journalist Emily Yellin explores the inner workings of this multi-billion-dollar industry in her book "Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives."

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