Best Service is No Service

How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Inbunden, Engelska, 2008

319 kr

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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

Produktinformation

Utgivningsdatum2008-04-09
Mått155 x 226 x 33 mm
Vikt544 g
FormatInbunden
SpråkEngelska
Antal sidor336
FörlagJohn Wiley & Sons Inc
ISBN9780470189085

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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.

Introduction: Why We Wrote This Book xi1 Challenge Customer Demand for Service: Instead of Coping with Demand 12 Eliminate Dumb Contacts: Instead of Handling Them Again and Again 293 Create Engaging Self-Service: Instead of Preventing Contact 654 Be Proactive: Instead of Waiting to Respond 995 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet 1256 Own the Actions Across the Organization: Instead of Blaming Customer Service 1657 Listen and Act: Instead of Letting Customer Insights Slip Away 2038 Deliver Great Service Experiences: How to Delight Customers withAwesome Support When They Need It 241Appendix A: Best Service Survey 277Appendix B: Glossary 287Appendix C: Bibliography 293Notes 299Acknowledgments 301About the Authors 305Index 307