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"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., authors, Rules to Break and Laws to Follow
"The Best Service Is No Service presents great new ideas about how to make service work for the company and the customer. Customers are clamoring for self-service that answers all of their questions, and this important book shows companies how to achieve this level of customer satisfaction."
-Sheryl Sandberg, vice president of online sales and operations, Google
"I recommend The Best Service Is No Service to companies and their outsourcing partners alike-when customers don't need to contact companies for help or information because everything is clear and works right, then everyone benefits. The 'best service' principles also work across all countries and cultures, a new universal goal!"
-Sanjeev Aggarwal, managing director, Helion Ventures Pvt Ltd Gurgaon, India, and founder and former CEO of IBM Daksh
"Building 'the best service is no service' also applies outside of corporations-universities and business schools can learn a lot from this book and its principles. I recommend this book to academic leaders for their schools and for their students to obtain firsthand lessons that really work!"
-James Jiambalvo, dean, Michael G. Foster School of Business; and Kirby L. Cramer Chair of Business Administration
"This book is compulsory reading for executives, customer service managers, and decision makers whose actions define a company's customer experience. The Best Service Is No Service points out areas where management mistakes or confusion can lead to unnecessary contacts and disoriented customers. The concept of 'no service' is elegant in its simplicity. You will find clear solutions and tips on how to achieve 'no service' but also how to provide 'awesome customer experiences' while pursuing 'no service.'"
-Bert Quintana, former vice president, Dell International Services
"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., authors, Rules to Break and Laws to Follow
"The Best Service Is No Service presents great new ideas about how to make service work for the company and the customer. Customers are clamoring for self-service that answers all of their questions, and this important book shows companies how to achieve this level of customer satisfaction."
-Sheryl Sandberg, vice president of online sales and operations, Google
"I recommend The Best Service Is No Service to companies and their outsourcing partners alike-when customers don't need to contact companies for help or information because everything is clear and works right, then everyone benefits. The 'best service' principles also work across all countries and cultures, a new universal goal!"
-Sanjeev Aggarwal, managing director, Helion Ventures Pvt Ltd Gurgaon, India, and founder and former CEO of IBM Daksh
"Building 'the best service is no service' also applies outside of corporations-universities and business schools can learn a lot from this book and its principles. I recommend this book to academic leaders for their schools and for their students to obtain firsthand lessons that really work!"
-James Jiambalvo, dean, Michael G. Foster School of Business; and Kirby L. Cramer Chair of Business Administration
"This book is compulsory reading for executives, customer service managers, and decision makers whose actions define a company's customer experience. The Best Service Is No Service points out areas where management mistakes or confusion can lead to unnecessary contacts and disoriented customers. The concept of 'no service' is elegant in its simplicity. You will find clear solutions and tips on how to achieve 'no service' but also how to provide 'awesome customer experiences' while pursuing 'no service.'"
-Bert Quintana, former vice president, Dell International Services
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 [...]'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.
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
| Erscheinungsjahr: | 2008 |
|---|---|
| Fachbereich: | Werbung & Marketing |
| Genre: | Importe, Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Buch |
| Inhalt: | 312 S. |
| ISBN-13: | 9780470189085 |
| ISBN-10: | 0470189088 |
| Sprache: | Englisch |
| Einband: | Gebunden |
| Autor: |
Price, Bill
Jaffe, David |
| Hersteller: |
John Wiley & Sons
John Wiley & Sons Inc |
| Verantwortliche Person für die EU: | Wiley-VCH GmbH, Boschstr. 12, D-69469 Weinheim, amartine@wiley-vch.de |
| Maße: | 238 x 159 x 29 mm |
| Von/Mit: | Bill Price (u. a.) |
| Erscheinungsdatum: | 09.04.2008 |
| Gewicht: | 0,522 kg |
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 [...]'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.
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
| Erscheinungsjahr: | 2008 |
|---|---|
| Fachbereich: | Werbung & Marketing |
| Genre: | Importe, Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Buch |
| Inhalt: | 312 S. |
| ISBN-13: | 9780470189085 |
| ISBN-10: | 0470189088 |
| Sprache: | Englisch |
| Einband: | Gebunden |
| Autor: |
Price, Bill
Jaffe, David |
| Hersteller: |
John Wiley & Sons
John Wiley & Sons Inc |
| Verantwortliche Person für die EU: | Wiley-VCH GmbH, Boschstr. 12, D-69469 Weinheim, amartine@wiley-vch.de |
| Maße: | 238 x 159 x 29 mm |
| Von/Mit: | Bill Price (u. a.) |
| Erscheinungsdatum: | 09.04.2008 |
| Gewicht: | 0,522 kg |
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