The Best Service Is No Service How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs |
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Author:
| Price, Bill Jaffe, David |
ISBN: | 978-0-470-25913-9 |
Publication Date: | Jun 2008 |
Publisher: | John Wiley & Sons, Incorporated
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Imprint: | Jossey-Bass |
Book Format: | Digital download |
List Price: | Contact Supplier contact
Contact Supplier contact
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Book Description:
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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...
More DescriptionIn 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