Praise for The Best Service Is No Service "A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues. " Don Peppers and Martha Rogers, Ph.D. 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…mehr
Praise for The Best Service Is No Service "A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues. " Don Peppers and Martha Rogers, Ph.D.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 experiencesHinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.
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.
Inhaltsangabe
Introduction: Why We Wrote This Book xi 1 Challenge Customer Demand for Service: Instead of Coping with Demand 1 2 Eliminate Dumb Contacts: Instead of Handling Them Again and Again 29 3 Create Engaging Self-Service: Instead of Preventing Contact 65 4 Be Proactive: Instead of Waiting to Respond 99 5 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet 125 6 Own the Actions Across the Organization: Instead of Blaming Customer Service 165 7 Listen and Act: Instead of Letting Customer Insights Slip Away 203 8 Deliver Great Service Experiences: How to Delight Customers with Awesome Support When They Need It 241 Appendix A: Best Service Survey 277 Appendix B: Glossary 287 Appendix C: Bibliography 293 Notes 299 Acknowledgments 301 About the Authors 305 Index 307
Introduction: Why We Wrote This Book xi 1 Challenge Customer Demand for Service: Instead of Coping with Demand 1 2 Eliminate Dumb Contacts: Instead of Handling Them Again and Again 29 3 Create Engaging Self-Service: Instead of Preventing Contact 65 4 Be Proactive: Instead of Waiting to Respond 99 5 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet 125 6 Own the Actions Across the Organization: Instead of Blaming Customer Service 165 7 Listen and Act: Instead of Letting Customer Insights Slip Away 203 8 Deliver Great Service Experiences: How to Delight Customers with Awesome Support When They Need It 241 Appendix A: Best Service Survey 277 Appendix B: Glossary 287 Appendix C: Bibliography 293 Notes 299 Acknowledgments 301 About the Authors 305 Index 307
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"admirably straightforward book... refreshingly no-nonsense". (Financial Times , Thursday 27th March 2008)
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