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.