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

Name: Best Service Is No Service How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
Price: 3.66 USD
Availability: InStock
ISBN: 9780470189085

ISBN-10: 0470189088

ISBN-13: 9780470189085

Edition: 2008

Authors: Bill Price, David Jaffe

List price: $32.00

30 day, 100% satisfaction guarantee!

Buy new: $20.53

Marketplace

4 new & used from $3.66

what's this?

Rush Rewards U
Members Receive:

You have reached 400 XP and carrot coins. That is the daily max!

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…

Book details

List price: $32.00
Copyright year: 2008
Publisher: John Wiley & Sons, Incorporated
Publication date: 3/21/2008
Binding: Hardcover
Pages: 336
Size: 6.10" wide x 8.90" long x 1.30" tall
Weight: 1.122
Language: English



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