Your call is (not that) important to us

Customer service innovator Emily Yellin's book,Your Call Is (Not That) Important to Us, dissects the sad state of customer service and how to fix it. In these two videos, she gives us some insight on "getting it right."

Part I
Part II


About Emily Yellin

Emily is a journalist, consultant and author. She regularly speaks at conferences and in the media about customer service, marketing, social media and journalism, and hosts a monthly webinar series on called All Things Customer.

She was a longtime contributor to the New York Times, and has written for Time, the Washington Post, the International Herald Tribune, Newsweek, Smithsonian magazine, and other publications.
Twitter: @eyellin

The views of third parties set out in this publication are not necessarily the views of the global EY organization or its member firms. Moreover, they should be seen in the context of the time they were made.