Price, Bill, 1950-
The best service is no service : how to liberate your customers from customer service, keep them happy, and control costs / Liberate your customers from customer service, keep them happy, and control costs Bill Price, David Jaffe. - 1st ed. - San Francisco : Jossey-Bass, c2008. - xvii, 312 p. : ill ; 24 cm.
Includes bibliographical references (p. 293-300) and index.
Challenge customer demand for service : instead of coping with demand -- Eliminate dumb contacts : instead of handling them again and again -- Create engaging self-service : instead of preventing contact -- Be proactive : instead of waiting to respond -- Make it really easy to contact your company : instead of dodging the bullet -- Own the actions across the organization : instead of blaming customer service -- Listen and act : instead of letting customer insights slip away -- Deliver great service experiences : how to delight customers with awesome support when they need it -- Appendix A : Best service survey -- Appendix B : Glossary -- Appendix C : Bibliography.
9780470189085 (cloth) 0470189088 (cloth)
2007038037
GBA808712 bnb GBA808712 dnb
014500085 Uk
Consumer satisfaction.
Customer services--Management.
Service industries--Customer services.
Service industries--Management.
HF5415.335 / .P75 2008
658.8/12
The best service is no service : how to liberate your customers from customer service, keep them happy, and control costs / Liberate your customers from customer service, keep them happy, and control costs Bill Price, David Jaffe. - 1st ed. - San Francisco : Jossey-Bass, c2008. - xvii, 312 p. : ill ; 24 cm.
Includes bibliographical references (p. 293-300) and index.
Challenge customer demand for service : instead of coping with demand -- Eliminate dumb contacts : instead of handling them again and again -- Create engaging self-service : instead of preventing contact -- Be proactive : instead of waiting to respond -- Make it really easy to contact your company : instead of dodging the bullet -- Own the actions across the organization : instead of blaming customer service -- Listen and act : instead of letting customer insights slip away -- Deliver great service experiences : how to delight customers with awesome support when they need it -- Appendix A : Best service survey -- Appendix B : Glossary -- Appendix C : Bibliography.
9780470189085 (cloth) 0470189088 (cloth)
2007038037
GBA808712 bnb GBA808712 dnb
014500085 Uk
Consumer satisfaction.
Customer services--Management.
Service industries--Customer services.
Service industries--Management.
HF5415.335 / .P75 2008
658.8/12