The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs如何使你的客户从客户服务中解放出来，使其快乐并控制成本
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作者： Bill Price 著
出 版 社：
出版时间： 2008-3-1字数：版次： 1页数： 312印刷时间： 2008/03/01开本： 16开印次： 1纸张： 胶版纸I S B N ： 9780470189085包装： 精装内容简介
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
作者简介：
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.
目录
Introduction: Why We Wrote This Book
1 Challenge Customer Demand for Service: Instead of Coping with Demand
2 Eliminate Dumb Contacts: Instead of Handling Them Again an&Again
3 Create Engaging Self-Service: Instead of Preventing Contact
4 Be Proactive: Instead of Waiting to Respond
5 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet
6 Own the Actions Across the Organization: Instead of Blaming Customer Service
7 Listen and Act: Instead of Letting Customer Insights Slip Away
8 Deliver Great Service Experiences: How to Delight Customers with Awesome Support When They Need It
Appendix A: Best Service Survey
Appendix B: Glossary
Appendix C: Bibliography
Notes
Acknowledgments
About the Authors
Index
