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The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs - Hardcover

by Bill Price, David Jaffe
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Availability:In StockContributor:Bill Price, David JaffePublish date:2008-03-01Pages:336
Language:EnglishPublisher:Jossey-BassISBN-13:9780470189085ISBN-10:470189088UPC:9780470189085Book Category:Business & EconomicsBook Subcategory:Customer RelationsSize:9.36 x 6.26 x 1.15 inchesWeight:1.1508Product ID:SC8VZ1Z2YK
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
Language:EnglishPublisher:Jossey-BassISBN-13:9780470189085ISBN-10:470189088UPC:9780470189085Book Category:Business & EconomicsBook Subcategory:Customer RelationsSize:9.36 x 6.26 x 1.15 inchesWeight:1.1508Product ID:SC8VZ1Z2YK

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.

Publisher: Jossey-Bass

Contributor(s)

Bill Price, David Jaffe

Author

Bill Price, David Jaffe

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