Random acts of rudeness : customer encounters, Comcast, and customer rage -- What would Alexander Graham Bell say now? : the telephone and the birth of today's customer service industry -- "You're going to listen to me" : Internet advocacy, Consumerist.com, AOL, GetHuman.com, and Sweden -- To send us your firstborn, please press or say: "One" : automation, Amtrak Julie, artificial intelligence, and eavesdropping -- The other end of the line : call centers, JetBlue, reps, supervisors, prisons, and CustomersSuck.com -- The next available agent: John, Juan, Sean, or Sanjay : international outsourcing, Argentina, TeleTech, Egypt, and the United Kingdom -- The solution is the problem : the old AT & T wireless, Sprint, consultants, cottage industries, and CRM -- Absolutely, positively : FedEx, Zappos.com, Credit Suisse, and CEOs.
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