Best Service Is No Service How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

ISBN-10: 0470189088
ISBN-13: 9780470189085
Edition: 2008
List price: $29.95 Buy it from $3.00
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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  More...

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Book details

List price: $29.95
Copyright year: 2008
Publisher: John Wiley & Sons, Incorporated
Publication date: 3/21/2008
Binding: Hardcover
Pages: 336
Size: 6.00" wide x 9.25" long x 1.25" tall
Weight: 1.430
Language: English

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 contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences

Introduction: Why We Wrote This Book
Challenge Customer Demand for Service: Instead of Coping with Demand
Eliminate Dumb Contacts: Instead of Handling Them Again and Again
Create Engaging Self-Service: Instead of Preventing Contact
Be Proactive: Instead of Waiting to Respond
Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet
Own the Actions Across the Organization: Instead of Blaming Customer Service
Listen and Act: Instead of Letting Customer Insights Slip Away
Deliver Great Service Experiences: How to Delight Customers with Awesome Support When They Need It
Best Service Survey
Glossary
Bibliography
Notes
Acknowledgments
About the Authors
Index

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