Memphis native battles bad customer service with best-selling book - WMC Action News 5 - Memphis, Tennessee

Memphis native battles bad customer service with best-selling book

By Jamel Major - bio | email | Follow us on Twitter

MEMPHIS, Tenn. (WMC-TV) - A Memphis woman's crusade against bad customer service has become the topic of a best-selling book.

Consumers receive poor customer service just about everywhere - in stores and restaurants and over the phone. But Emily Yellin is now sharing her personal view on how to avoid it with her new book, "Your Call is Not That Important to Us."

Everyone who lined up for an autographed copy on Thursday night said they've had at least one bad experience.

"I don't like it when you're wrapped up in a very complicated phone system," said Laura Bryan. "You follow all the instructions, and it doesn't work."
Yellin - who grew up in Memphis but now lives in White Plains, New York - hopes the book she penned will shed some light on the customer service problem.

In the book, Yellin talks about a trip to Argentina where she traveled to meet Pablo, a customer service representative who had actually helped her over the phone.

"He looks at me, and he's worked in customer service for two and a half years answering phones for Americans," she said. "He says, 'I never met a customer before.'"

According to Yellin, businesses handle an estimated 43 billion customer service calls each year.

"Sometimes when you're waiting and waiting and you never get to talk to anybody, it's aggravating," said Josie Elosua at the book signing.
Yellin says she felt compelled to offer advice. "We all feel anger. But I want us to understand what is going on and get beyond the anger, and try to really look at a way that customers and companies can interact in a much more constructive way."

Yellin says the best advice she can give customers is to document everything. 

She also says customers should treat every call as if it's a business transaction, and not a personal interaction.

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