How many hours have you wasted on hold or in line, waiting for customer service to actually provide service? Not only does Emily Yellin share that frustration, she's doing something about it by teaching business leaders how to turn organizations into standout service providers.
Organizations are only as strong as the service they provide. Unfortunately, says Yellin, author of the 2009 book Your Call Is (Not That) Important to Us, the service customers receive often leaves plenty to be desired. Fresh off a journey through the murky, dehumanizing multi-billion-dollar world of customer service, she draws from that harrowing, darkly humorous and highly revealing experience to offer a reimagined service model, one that emphasizes good old-fashioned human-to-human interaction.
What are your organization's strengths and weaknesses when it comes to service? What can you do as a leader to turn weaknesses into strengths? Yellin, whose work has appeared in Time, Newsweek, The Washington Post and other prominent outlets, provides actionable steps and best practices to rehumanize, re-energize and rededicate an organization's service department - strategies that yield quick, quantifiable results and lots more satisfied clients and customers along the way.
What I Will Learn