MP3 CD in MP3 format. You'll receive one MP3 CD, withdrawn from the library collection, that contains the entire audio production! We will polish the MP3 CD disc for you for a smooth sounding performance. N° de ref. de la librería
Sinopsis: 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.
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
Título: The Best Service Is No Service: How to ...
Editorial: Brilliance Audio
Año de publicación: 2008
Condición del libro: Good
Descripción Jossey-Bass, 2008. Estado de conservación: Good. 1st Edition. Ships from Reno, NV. Former Library book. Shows some signs of wear, and may have some markings on the inside. Nº de ref. de la librería GRP93319131
Descripción Jossey-Bass, 2008. Estado de conservación: Good. 1st Edition. Ships from Reno, NV. Shows some signs of wear, and may have some markings on the inside. Nº de ref. de la librería GRP94407081
Descripción Jossey-Bass, 2008. Estado de conservación: Good. 1st Edition. Shows some signs of wear, and may have some markings on the inside. Nº de ref. de la librería GRP9880030
Descripción Jossey-Bass, 2008. Estado de conservación: Good. 1st Edition. Former Library book. Shows some signs of wear, and may have some markings on the inside. Nº de ref. de la librería GRP68569363
Descripción Jossey-Bass. Hardcover. Estado de conservación: GOOD. Good clean copy with no missing pages might be an ex library copy; Possibly may have minor marginal notes and or highlighting. Nº de ref. de la librería 2793890617
Descripción Jossey-Bass. Hardcover. Estado de conservación: GOOD. book was well loved but cared for. Possible ex-library copy with all the usual markings and stickers. Some light textual notes, highlighting and underling. Nº de ref. de la librería 2800108116
Descripción Wiley & Sons, Incorporated, John. Hardcover. Estado de conservación: Good. Dust Cover Missing. This book has a light amount of wear to the pages, cover and binding. Nº de ref. de la librería G0470189088I3N01
Descripción Wiley & Sons, Incorporated, John. Hardcover. Estado de conservación: Fair. Nº de ref. de la librería G0470189088I5N00
Descripción Wiley & Sons, Incorporated, John. Hardcover. Estado de conservación: Very Good. Very good condition - book only shows a small amount of wear. Nº de ref. de la librería G0470189088I4N00
Descripción Jossey-Bass, 2008. Hardcover. Estado de conservación: Acceptable. Ex-library book with usual markings. Open Books is a nonprofit social venture that provides literacy experiences for thousands of readers each year through inspiring programs and creative capitalization of books. Nº de ref. de la librería mon0000314292