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

Voorkant
John Wiley & Sons, 14 sep. 2011 - 336 pagina's
8 Recensies
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
  

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LibraryThing Review

Gebruikersrecensie  - jamet123 - LibraryThing

This is a tremendous book laying out a systematic approach for better customer service. Predicated on the idea that customers want your product to "just work" and that they DON'T want a "relationship ... Volledige recensie lezen

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

Gebruikersrecensie  - Chris Ross - Goodreads

I listened to the audio book and the narrator was awful. The only narrator I have ever heard that has makes voice inflections in monotone. The choice for this narrator was a bad one. The book is about ... Volledige recensie lezen

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Over de auteur (2011)

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.

Bibliografische gegevens