The best service is no service
Subtitle: how to liberate your customers from customer service, keep them happy, and control costs
By: Bill Price, David Jaffe.
Contributors: Jaffe, David, 1963-
Publisher: Jossey-Bass
Published: 2008
Place of publication: San Francisco
Language: eng
ISBN-13: 9780470189085
Subjects: Consumer satisfaction; Customer services -- Management; Service industries -- Customer services; Service industries -- Management
Other titles: Liberate your customers from customer service, keep them happy, and control costs
Notes: Includes bibliographical references and index.
Table of contents: title: Challenge customer demand for service (instead of coping with demand); title: Eliminate dumb contacts (instead of handling them again, and again); title: Create engaging self-service (instead of contact prevention); title: Be proactive (instead of waiting to respond); title: Make it really easy to contact your company (instead of dodging the bullet); title: Own the actions across the organization (instead of blaming customer service); title: Listen and act (instead of letting customer insights slip away); title: Deliver great service experiences (how to delight customers with awesome support when they need it); title: Appendix A : Best service survey; title: Appendix B: Glossary.