The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
Bill Price, David Jaffe
ISBN 10: 0470189088 ISBN 13: 9780470189085
Verlag: John Wiley & Sons 09/04/2008, 2008
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Hardcover
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Bahamut Media, Reading, Vereinigtes Königreich
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Beschreibung
Beschreibung:
Shipped within 24 hours from our UK warehouse. Clean, undamaged book with no damage to pages and minimal wear to the cover. Spine still tight, in very good condition. Remember if you are not happy, you are covered by our 100% money back guarantee. Bestandsnummer des Verkäufers 6545-9780470189085
Inhaltsangabe:
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
Über die Autorin bzw. den Autor:
Bill Price is president of Driva Solutions, the North American arm of LimeBridge, a customer service consultancy whose clients include Dell, Hyatt, McDonald’s, Microsoft, and TiVo. Prior to founding Driva Solutions, Bill was Amazon.com’s first vice president of Global Customer Service, a vice president at MCI, and a senior consultant with McKinsey & Company. A frequent keynote speaker, Price has written numerous articles and white papers.
David Jaffe is consulting director of Australia’s leading customer experience improvement company and helps major corporations improve the service and sales that they deliver.
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Bibliografische Details
Titel: The Best Service is No Service: How to ...
Verlag: John Wiley & Sons 09/04/2008
Erscheinungsdatum: 2008
Einband: Hardcover
Zustand: Very Good