The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
Price, Bill
ISBN 10: 0470189088 ISBN 13: 9780470189085
Editorial: Jossey-Bass, 2008
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Descripción
Descripción:
Most items will be dispatched the same or the next working day. A copy that has been read but remains in clean condition. All of the pages are intact and the cover is intact and the spine may show signs of wear. The book may have minor markings which are not specifically mentioned. N° de ref. del artículo wbs5854992391
Sinopsis:
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
Acerca del autor:
Bill Price is president of Driva Solutions, the North American arm of LimeBridge, a customer service consultancy whose clients include Dell, Hyatt, McDonald’s, Microsoft, and TiVo. Prior to founding Driva Solutions, Bill was Amazon.com’s first vice president of Global Customer Service, a vice president at MCI, and a senior consultant with McKinsey & Company. A frequent keynote speaker, Price has written numerous articles and white papers.
David Jaffe is consulting director of Australia’s leading customer experience improvement company and helps major corporations improve the service and sales that they deliver.
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Detalles bibliográficos
Título: The Best Service is No Service: How to ...
Editorial: Jossey-Bass
Año de publicación: 2008
Encuadernación: Encuadernación de tapa dura
Condición: Good