Téléchargez le livre : The Best Service is No Service

The Best Service is No Service

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

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Éditeur :

Jossey-Bass


Paru le : 2011-09-14



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Description
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
Pages
336 pages
Collection
n.c
Parution
2011-09-14
Marque
Jossey-Bass
EAN papier
9780470189085
EAN EPUB
9781118039397
Informations sur l'ebook
Nombre pages copiables
0
Nombre pages imprimables
336
Taille du fichier
3277 Ko
Ce livre est accessible aux handicaps Voir les informations sur l'accessibilité
Prix
28,48 €

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