Price / Jaffe The Best Service is No Service

How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
1. Auflage 2011
ISBN: 978-1-118-03939-7
Verlag: John Wiley & Sons
Format: EPUB
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 336 Seiten, E-Book

In this groundbreaking book, Bill Price and David Jaffe offer anew, game-changing approach, showing how managers are taking thewrong path and are using the wrong metrics to measure customerservice. Customer service, they assert, is only needed when acompany does something wrong--eliminating the need forservice is the best way to satisfy customers. To be successful,companies need to treat service as a data point of dysfunction andfigure what they need to do to eliminate the demand. The BestService Is No Service outlines these seven principles todeliver 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

Autoren/Hrsg.

Price, Bill

Jaffe, David

Inhaltsverzeichnis

Introduction: Why We Wrote This Book.
1 Challenge Customer Demand for Service: Instead ofCoping with Demand.
2 Eliminate Dumb Contacts: Instead of Handling Them Againand Again.
3 Create Engaging Self-Service: Instead of PreventingContact.
4 Be Proactive: Instead of Waiting to Respond.
5 Make It Really Easy to Contact Your Company: Instead ofDodging the Bullet.
6 Own the Actions Across the Organization: Instead ofBlaming Customer Service.
7 Listen and Act: Instead of Letting Customer InsightsSlip Away.
8 Deliver Great Service Experiences: How to DelightCustomers with Awesome Support When They Need It.
Appendix A: Best Service Survey.
Appendix B: Glossary.
Appendix C: Bibliography.
Notes.
Acknowledgments.
About the Authors.
Index.

Über Autor(innen)

Bill Price is president of Driva Solutions, the NorthAmerican arm of LimeBridge, a customer service consultancy whoseclients include Dell, Hyatt, McDonald's, Microsoft, and TiVo. Priorto founding Driva Solutions, Bill was Amazon.com's first vicepresident of Global Customer Service, a vice president at MCI, anda senior consultant with McKinsey & Company. A frequent keynotespeaker, Price has written numerous articles and white papers.
David Jaffe is consulting director of Australia's leadingcustomer experience improvement company and helps majorcorporations improve the service and sales that they deliver.