The Best Service is No Service (ePub)
How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
(Sprache: Englisch)
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...
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...
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Produktinformationen zu „The Best Service is No Service (ePub)“
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
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
Inhaltsverzeichnis zu „The Best Service is No Service (ePub)“
Introduction: Why We Wrote This Book. 1 Challenge Customer Demand for Service: Instead of Coping with Demand. 2 Eliminate Dumb Contacts: Instead of Handling Them Again and Again. 3 Create Engaging Self-Service: Instead of Preventing Contact. 4 Be Proactive: Instead of Waiting to Respond. 5 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet. 6 Own the Actions Across the Organization: Instead of Blaming Customer Service. 7 Listen and Act: Instead of Letting Customer Insights Slip Away. 8 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. Notes. Acknowledgments. About the Authors. Index.
Autoren-Porträt von Bill Price, David Jaffe
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.
Bibliographische Angaben
- Autoren: Bill Price , David Jaffe
- 2011, 1. Auflage, 336 Seiten, Englisch
- Verlag: John Wiley & Sons
- ISBN-10: 1118039394
- ISBN-13: 9781118039397
- Erscheinungsdatum: 14.09.2011
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- Dateiformat: ePub
- Grösse: 3.20 MB
- Mit Kopierschutz
Sprache:
Englisch
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