The Best Service is No Service : How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs Hardback
by Bill Price, David Jaffe
Hardback
Description
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service.
Customer service, they assert, is only needed when a company does something wrong-eliminating the need for service is the best way to satisfy customers.
To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand.
The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contactsCreate engaging self-serviceBe proactiveMake it easy to contact your companyOwn the actions across the companyListen and actDeliver great service experiences
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Only a few left - usually despatched within 24 hours
- Format:Hardback
- Pages:336 pages, Charts: 23 B&W, 0 Color; Drawings: 12 B&W, 0 Color; Screen captures: 26 B&W, 0 Color; Tab
- Publisher:John Wiley & Sons Inc
- Publication Date:09/04/2008
- Category:
- ISBN:9780470189085
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Information
-
Only a few left - usually despatched within 24 hours
- Format:Hardback
- Pages:336 pages, Charts: 23 B&W, 0 Color; Drawings: 12 B&W, 0 Color; Screen captures: 26 B&W, 0 Color; Tab
- Publisher:John Wiley & Sons Inc
- Publication Date:09/04/2008
- Category:
- ISBN:9780470189085