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Price, Bill

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

Price, Bill - The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs, ebook

27,80€

Ebook, ePUB with Adobe DRM
ISBN: 9781118039397
DRM Restrictions

Printing101 pages with an additional page accrued every 8 hours, capped at 101 pages
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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 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

Author(s)
 
Publisher
John Wiley and Sons, Inc.
Publication year
2008
Language
en
Edition
1
Page amount
336 pages
Category
Economy
Format
Ebook
eISBN (ePUB)
9781118039397
Printed ISBN
9780470189085

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