The Best Service is No Service [electronic resource] : How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Cover image for The Best Service is No Service [electronic resource] : How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

ISBN:

9781118039397

Title:

The Best Service is No Service [electronic resource] : How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Author:

Price, Bill.

Personal Author:

Price, Bill.

Publication Information:

Chichester : John Wiley & Sons, 2011.

Physical Description:

1 online resource (353 p.)

General Note:

Description based upon print version of record.

Contents:

Praise; Title Page; Copyright Page; Dedication; Introduction; WHERE DID THESE PRINCIPLES COME FROM?; CHAPTER ONE - CHALLENGE CUSTOMER DEMAND FOR SERVICE; THE PROBLEM WITH CUSTOMER SERVICE TODAY; WHY IS SERVICE BROKEN?; HOW DO WE FIX SERVICE?; EXAMPLES OF GETTING IT RIGHT; POSSIBLE OBJECTIONS TO THE PRINCIPLES; WHY SERVICE MATTERS; BEST SERVICE; CHAPTER TWO - ELIMINATE DUMB CONTACTS; THE PRINCIPLE; EXAMPLES OUTSIDE CUSTOMER SERVICE; BAD CASES; GOOD CASES; THE FRAMEWORK; SUMMARY; CHAPTER THREE - CREATE ENGAGING SELF-SERVICE; THE PRINCIPLE; EXAMPLES OUTSIDE CUSTOMER SERVICE; BAD CASES

GOOD CASESTHE FRAMEWORK; SUMMARY; CHAPTER FOUR - BE PROACTIVE; THE PRINCIPLE; EXAMPLES OUTSIDE CUSTOMER SERVICE; BAD CASES; GOOD CASES; THE FRAMEWORK; SUMMARY; CHAPTER FIVE - MAKE IT REALLY EASY TO CONTACT YOUR COMPANY; THE PRINCIPLE; EXAMPLES OUTSIDE CUSTOMER SERVICE; BAD CASES; GOOD CASES; THE FRAMEWORK; SUMMARY; CHAPTER SIX - OWN THE ACTIONS ACROSS THE ORGANIZATION; THE PRINCIPLE; EXAMPLES OUTSIDE CUSTOMER SERVICE; BAD CASES; GOOD CASES; THE FRAMEWORK; SUMMARY; CHAPTER SEVEN - LISTEN AND ACT; THE PRINCIPLE; EXAMPLES OUTSIDE CUSTOMER SERVICE; BAD CASES; GOOD CASES; THE FRAMEWORK; SUMMARY

CHAPTER EIGHT - DELIVER GREAT SERVICE EXPERIENCESTHE PRINCIPLE; IT WORKS AND IT'S WORTH IT; ROADBLOCK REMOVAL; AWESOME SERVICE DELIVERY; IN CONCLUSION-OLD PRACTICES MUST GO; APPENDIX A: BEST SERVICE SURVEY; APPENDIX B: GLOSSARY; APPENDIX C: BIBLIOGRAPHY; NOTES; Acknowledgments; ABOUT THE AUTHORS; INDEX

Subject Term:

Consumer satisfaction.

Customer services - Management.

Customer services -- Management.

Service industries - Customer services.

Service industries -- Customer services.

Service industries - Management.

Service industries -- Management.

Added Author:

Jaffe, David.

Format:

Electronic Resources

Electronic Access:

Click here to view book

Publication Date:

2011

Publication Information:

Chichester : John Wiley & Sons, 2011.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812	1:E-BOOK	1	1:ON-DEMAND	Searching... Unknown

Bound With These Titles

On Order

Summary

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

Author Notes

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.