The Best Service is No Service
eBook - ePub

The Best Service is No Service

How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Bill Price, David Jaffe

  1. English
  2. ePUB (mobile friendly)
  3. Available on iOS & Android
eBook - ePub

The Best Service is No Service

How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Bill Price, David Jaffe

Book details
Table of contents
Citations

About This 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

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Information

Publisher
Jossey-Bass
Year
2011
ISBN
9781118039397
Edition
1
Topic
Business
Subtopic
Customer Relations
Index
Business

Table of contents

  1. Praise
  2. Title Page
  3. Copyright Page
  4. Dedication
  5. Introduction
  6. CHAPTER ONE - CHALLENGE CUSTOMER DEMAND FOR SERVICE
  7. CHAPTER TWO - ELIMINATE DUMB CONTACTS
  8. CHAPTER THREE - CREATE ENGAGING SELF-SERVICE
  9. CHAPTER FOUR - BE PROACTIVE
  10. CHAPTER FIVE - MAKE IT REALLY EASY TO CONTACT YOUR COMPANY
  11. CHAPTER SIX - OWN THE ACTIONS ACROSS THE ORGANIZATION
  12. CHAPTER SEVEN - LISTEN AND ACT
  13. CHAPTER EIGHT - DELIVER GREAT SERVICE EXPERIENCES
  14. APPENDIX A: BEST SERVICE SURVEY
  15. APPENDIX B: GLOSSARY
  16. APPENDIX C: BIBLIOGRAPHY
  17. NOTES
  18. Acknowledgments
  19. ABOUT THE AUTHORS
  20. INDEX