Emily Yellin

• Role : Leadership, Innovation, Change, Culture, Strategic Planning
• Website : https://executiveforum.net/courses/your-call-is-not-that-important-to-us/
• Experience : Born in White Plains, New York, Emily grew up in Memphis. She graduated from the University of Wisconsin – Madison with a degree in English literature, and received a master’s degree in journalism from Northwestern University. She has lived in New York City, Chicago, Los Angeles, and London, but currently lives in Memphis. Journalist: Longtime contributor to the The New York Times Writing has also appeared in Time, Newsweek, The International Herald Tribune, Smithsonian, The Washington Post and other publications.
• Specialist in : Emily Yellin is the author of: Your Call Is (Not That) Important to Us -- Customer Service and What It Reveals About Our World and Our Lives (Simon & Schuster, 2010) ; Our Mothers' War -- American Women at Home and at the Front During World War II (Simon & Schuster, 2004)

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.