In the high-stakes world of modern business, where customer loyalty is the linchpin of success, contact centers stand as the unsung heroes. Yet, despite their critical role, many centers unknowingly sabotage their efforts through a phenomenon known as "false hustle", the misguided pursuit of efficiency at the expense of genuine customer satisfaction.

In false hustle, Tom Laird, CEO of Expivia and OttoQA, brings over three decades of industry expertise to light, offering a revolutionary approach to customer experience (CX) and contact center operations. This book is your ultimate guide to identifying, understanding, and eliminating false hustle, paving the way for a profound transformation in how businesses engage with their customers.

Drawing on real-world examples, data-driven insights, and proven strategies, Laird unpacks the concept of false hustle and its detrimental effects on both customers and employees. He challenges the traditional metrics that prioritize speed over satisfaction and offers a new blueprint for creating customer-centric contact centers that not only meet but exceed customer expectations.

As the host of the number one contact center podcast, "Advice from a Call Center Geek," Laird has shared his insights with professionals worldwide. Now, with false hustle, he takes his expertise to the next level, equipping you with practical tools to deliver authentic, impactful customer interactions. His innovative methodologies will empower you to blend AI-driven efficiency with the irreplaceable human touch, ensuring that every customer leaves feeling heard, valued, and satisfied.

Whether you're a contact center manager, a CX executive, or a frontline agent, false hustle is more than just a book, it's a call to action for anyone committed to revolutionizing the customer experience and driving true business growth.

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We first started out as ?The Paperback Exchange,? a chain of physical bookstores where we would part exchange your beloved books for new stories to transport you to faraway places. However, as shopping started to evolve to online shops and marketplaces, we bid our stores goodbye to become ?PBShop.? This transition has only allowed us to blossom as we now ship thousands of titles to book lovers across the globe. We pride ourselves in being a community of local book lovers which allows our passion and devotion to shine in everything we do. In 2020 we not only celebrated our 20th birthday but our 1st birthday as being completely employee owned after becoming an E.O.T in September 2019. We are proud to be different and embrace standing apart on a book mountain by working from a virtual inventory which allows us to provide thousands of books that may be difficult to get for your bookshelf or your studies. Working with a number of different suppliers allows us to explore other avenues such as puzzles, sheet music and even stationery so we really do have something for everyone. Life is about being versatile in all realms of existence. If this is your first visit or you are a returning customer, we would like to welcome you to the PBShop family, for there is no friend as loyal as a book. We are a company who put our customers at the centre of everything we do as we understand the importance of reading because once you learn to read, you will forever be free. There are a whole lot of things in this world of ours that we are yet to explore, which is why we will forever inspire curious minds.

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We ask all customers to contact us for authorisation should they wish to return their order. Orders returned without authorisation may not be credited.
If you wish to return, please contact us within 14 days of receiving your order to obtain authorisation.

Returns requested beyond this time will not be authorised.

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If you are a consumer you can withdraw from the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.

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You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good or the last lot or piece.

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We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

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You shall send back the goods or hand them over to PBShop.store US, Springfield Gardens, New York, U.S.A., +44 1285 712917, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

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The delivery of newspapers, journals or magazines with the exception of subscription contracts; and
The supply of digital content which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not withdraw once delivery had started.

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Books are shipped from our US or UK warehouses. Delivery estimates allow for delivery from either location.

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Shipping rates within U.S.A.
Order quantity	7 to 14 business days	7 to 14 business days
First item	� 0.00	� 0.00

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