ENGLISH

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

By Bill Price , David Jaffe

Book information

Publisher
Jossey-Bass
Year
2008
ISBN
0470189088, 9780470189085
Language
english
Format
EPUB
Filesize
3 MB (3354101 bytes)
Edition
1
Pages
336\0
Time added
2015-05-10 15:36:34
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Description

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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