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

3,97 valoración promedio
( 76 valoraciones por Goodreads )
 
9780470189085: The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

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

"Sinopsis" puede pertenecer a otra edición de este libro.

From the Back Cover:

Praise for The Best Service Is No Service

"A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues."
Don Peppers and Martha Rogers, Ph.D., authors, Rules to Break and Laws to Follow

"The Best Service Is No Service presents great new ideas about how to make service work for the company and the customer. Customers are clamoring for self-service that answers all of their questions, and this important book shows companies how to achieve this level of customer satisfaction."
Sheryl Sandberg, vice president of online sales and operations, Google

"I recommend The Best Service Is No Service to companies and their outsourcing partners alike—when customers don't need to contact companies for help or information because everything is clear and works right, then everyone benefits. The 'best service' principles also work across all countries and cultures, a new universal goal!"
Sanjeev Aggarwal, managing director, Helion Ventures Pvt Ltd Gurgaon, India, and founder and former CEO of IBM Daksh

"Building 'the best service is no service' also applies outside of corporations—universities and business schools can learn a lot from this book and its principles. I recommend this book to academic leaders for their schools and for their students to obtain firsthand lessons that really work!"
James Jiambalvo, dean, Michael G. Foster School of Business; and Kirby L. Cramer Chair of Business Administration

"This book is compulsory reading for executives, customer service managers, and decision makers whose actions define a company's customer experience. The Best Service Is No Service points out areas where management mistakes or confusion can lead to unnecessary contacts and disoriented customers. The concept of 'no service' is elegant in its simplicity. You will find clear solutions and tips on how to achieve 'no service' but also how to provide 'awesome customer experiences' while pursuing 'no service.'"
Bert Quintana, former vice president, Dell International Services

From the Inside Flap:

The Best Service Is No Service

Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a "relationship" with your company's customer service department, or do they simply want to purchase your products or services so they can put them to use?

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

While self-service and customer relationship management are often tech-heavy and software-driven efforts, Price and Jaffe emphasize that no technology is needed to adopt a "no service" mindset—and any manager who tries to ferret out dysfunctional contacts between customers and companies can create far better, self-correcting systems.

Indispensable to both managers and leaders of organizations, The Best Service Is No Service redefines traditional notions of service and success.

"Sobre este título" puede pertenecer a otra edición de este libro.

Los mejores resultados en AbeBooks

1.

Bill Price, David Jaffe
Editorial: Jossey-Bass (2008)
ISBN 10: 0470189088 ISBN 13: 9780470189085
Nuevos Tapa dura Cantidad: 1
Librería
pickabook
(san francisco, CA, Estados Unidos de America)
Valoración
[?]

Descripción Jossey-Bass, 2008. Hardcover. Estado de conservación: New. Signed. autographed by author. Nº de ref. de la librería mon0000153324

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 6,77
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,43
A Estados Unidos de America
Destinos, gastos y plazos de envío

2.

Price, Bill; Jaffe, David
Editorial: Jossey-Bass (2008)
ISBN 10: 0470189088 ISBN 13: 9780470189085
Nuevos Tapa dura Cantidad: 1
Librería
Barnes & Nooyen Books
(Spring, TX, Estados Unidos de America)
Valoración
[?]

Descripción Jossey-Bass, 2008. Hardcover. Estado de conservación: New. New Condition, Nº de ref. de la librería 1705100046

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 6,82
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,40
A Estados Unidos de America
Destinos, gastos y plazos de envío

3.

Bill Price, David Jaffe
Editorial: John Wiley and Sons Ltd, United Kingdom (2008)
ISBN 10: 0470189088 ISBN 13: 9780470189085
Nuevos Tapa dura Primera edición Cantidad: 10
Librería
The Book Depository US
(London, Reino Unido)
Valoración
[?]

Descripción John Wiley and Sons Ltd, United Kingdom, 2008. Hardback. Estado de conservación: New. 1. Auflage. Language: English . Brand New Book. 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. Nº de ref. de la librería AAH9780470189085

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 17,63
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
De Reino Unido a Estados Unidos de America
Destinos, gastos y plazos de envío

4.

Bill Price, David Jaffe
Editorial: John Wiley and Sons Ltd, United Kingdom (2008)
ISBN 10: 0470189088 ISBN 13: 9780470189085
Nuevos Tapa dura Primera edición Cantidad: 10
Librería
The Book Depository
(London, Reino Unido)
Valoración
[?]

Descripción John Wiley and Sons Ltd, United Kingdom, 2008. Hardback. Estado de conservación: New. 1. Auflage. Language: English . Brand New Book. 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. Nº de ref. de la librería AAH9780470189085

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 17,81
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
De Reino Unido a Estados Unidos de America
Destinos, gastos y plazos de envío

5.

Bill Price; David Jaffe
Editorial: John Wiley and Sons
ISBN 10: 0470189088 ISBN 13: 9780470189085
Nuevos Cantidad: > 20
Librería
INDOO
(Avenel, NJ, Estados Unidos de America)
Valoración
[?]

Descripción John Wiley and Sons. Estado de conservación: New. Brand New. Nº de ref. de la librería 0470189088

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 15,48
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,01
A Estados Unidos de America
Destinos, gastos y plazos de envío

6.

Price, Bill
ISBN 10: 0470189088 ISBN 13: 9780470189085
Nuevos Cantidad: 1
Librería
Paperbackshop-US
(Wood Dale, IL, Estados Unidos de America)
Valoración
[?]

Descripción 2008. HRD. Estado de conservación: New. New Book. Shipped from US within 10 to 14 business days. Established seller since 2000. Nº de ref. de la librería KS-9780470189085

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 15,45
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,43
A Estados Unidos de America
Destinos, gastos y plazos de envío

7.

Bill Price and David Jaffe
ISBN 10: 0470189088 ISBN 13: 9780470189085
Nuevos Cantidad: 1
Librería
Castle Rock
(Pittsford, NY, Estados Unidos de America)
Valoración
[?]

Descripción Estado de conservación: Brand New. Book Condition: Brand New. Nº de ref. de la librería 97804701890851.0

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 15,62
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,43
A Estados Unidos de America
Destinos, gastos y plazos de envío

8.

Bill Price; David Jaffe
ISBN 10: 0470189088 ISBN 13: 9780470189085
Nuevos Cantidad: 2
Librería
BWB
(Valley Stream, NY, Estados Unidos de America)
Valoración
[?]

Descripción Estado de conservación: New. Depending on your location, this item may ship from the US or UK. Nº de ref. de la librería 97804701890850000000

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 20,02
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

9.

Price, Bill
ISBN 10: 0470189088 ISBN 13: 9780470189085
Nuevos Cantidad: 1
Librería
Pbshop
(Wood Dale, IL, Estados Unidos de America)
Valoración
[?]

Descripción 2008. HRD. Estado de conservación: New. New Book.Shipped from US within 10 to 14 business days. Established seller since 2000. Nº de ref. de la librería IB-9780470189085

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 16,89
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,43
A Estados Unidos de America
Destinos, gastos y plazos de envío

10.

Price, Bill; Jaffe, David
Editorial: John Wiley and Sons Ltd (2008)
ISBN 10: 0470189088 ISBN 13: 9780470189085
Nuevos Tapa dura Primera edición Cantidad: 2
Librería
Valoración
[?]

Descripción John Wiley and Sons Ltd, 2008. Estado de conservación: New. 2008. 1st Edition. Hardcover. Praise for The Best Service Is No Service "A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues. " -Don Peppers and Martha Rogers, Ph.D. Num Pages: 336 pages, Illustrations. BIC Classification: KJSU. Category: (P) Professional & Vocational. Dimension: 238 x 164 x 29. Weight in Grams: 540. . . . . . . Nº de ref. de la librería V9780470189085

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 23,68
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
De Irlanda a Estados Unidos de America
Destinos, gastos y plazos de envío

Existen otras copia(s) de este libro

Ver todos los resultados de su búsqueda