Best Service Is No Service How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
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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 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
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All the information you need in one place! Each Study Brief is a summary of one specific subject; facts, figures, and explanations to help you learn faster.
List price: $29.95
Copyright year: 2008
Publisher: John Wiley & Sons, Incorporated
Publication date: 3/21/2008
Size: 6.00" wide x 9.25" long x 1.25" tall
|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|
|About the Authors|