A01=Bill Price
A01=David Jaffe
answers
anyone
Author_Bill Price
Author_David Jaffe
best
book
Category=KJSU
centers
companies
company
customer
customers
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
great
ideas
important
laws
level
many call
new
operations
practical
presents
questions
satisfaction
selfservice
sharp
treatise
work
wrong
Product details
- ISBN 9780470189085
- Weight: 544g
- Dimensions: 155 x 226mm
- Publication Date: 09 Apr 2008
- Publisher: John Wiley & Sons Inc
- Publication City/Country: US
- Product Form: Hardback
Secure
checkout
Fast Shipping
Easy returns
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
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.
