Freshly Printed - allow 7 days lead
Couldn't load pickup availability
The Best Service is No Service
How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
Bill Price (Author), David Jaffé (Author)
9780470189085, Wiley
Hardback, published 9 April 2008
336 pages, Charts: 23 B&W, 0 Color; Drawings: 12 B&W, 0 Color; Screen captures: 26 B&W, 0 Color; Tables: 23 B&W, 0 Color; Graphs: 10 B&W, 0 Color
22.6 x 15.5 x 3.3 cm, 0.544 kg
"admirably straightforward book… refreshingly no-nonsense". (Financial Times , Thursday 27th March 2008)
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":
Introduction: Why We Wrote This Book xi 1 Challenge Customer Demand for Service: Instead of Coping with Demand 1 2 Eliminate Dumb Contacts: Instead of Handling Them Again and Again 29 3 Create Engaging Self-Service: Instead of Preventing Contact 65 4 Be Proactive: Instead of Waiting to Respond 99 5 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet 125 6 Own the Actions Across the Organization: Instead of Blaming Customer Service 165 7 Listen and Act: Instead of Letting Customer Insights Slip Away 203 8 Deliver Great Service Experiences: How to Delight Customers with Awesome Support When They Need It 241 Appendix A: Best Service Survey 277 Appendix B: Glossary 287 Appendix C: Bibliography 293 Notes 299 Acknowledgments 301 About the Authors 305 Index 307
Subject Areas: Business & management [KJ]
