Shaking The Phone Tree

An employee takes a break in a New Delhi area call center. (AP)

In “Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives,” journalist Emily Yellin writes about businesses who view customer service as something to get cheap losing out to those who realize they need to get customer service right. Americans make 43 billion customer service calls a year... And nearly as many complaints.

Please Hold Audio Embed: BBC, PRI & WBUR's Here & Now 9/24/10, Host: Robin Young