The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
Price, Bill; Jaffe, David
ISBN 10: 0470189088 ISBN 13: 9780470189085
Editore: Jossey-Bass, 2008
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Codice articolo 0470189088-3-20499968
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Arguing that customer service is only needed when companies do something wrong and that businesses need to adop a "no service" mindset, the authors explain how to eliminate the need for service by satisfying customers the first time and by treating a customer service call as a point of dysfunction that requires fixing.
Informazioni sull'autore: 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.
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Titolo: The Best Service is No Service: How to ...
Casa editrice: Jossey-Bass
Data di pubblicazione: 2008
Legatura: Hardcover
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ISBN 10: 0470189088
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