Cheap Book Store - The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

	List Price: $27.95 Our Price: $18.45 Your Save: $ 9.50 ( 34% ) Availability: Usually ships in 24 hours Manufacturer: Jossey-Bass
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Binding: Hardcover EAN: 9780470189085 ISBN: 0470189088 Label: Jossey-Bass Manufacturer: Jossey-Bass Number Of Items: 1 Number Of Pages: 336 Publication Date: 2008-03-21 Publisher: Jossey-Bass Studio: Jossey-Bass
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Editorial Reviews: 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