The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
- 10h 17m 40s
- Bill Price, David Jaffe
- Brilliance Publishing
- 2008
In The Best Service is No Service, 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 seven principles to deliver the best service that ultimately leads to “no service.
In this Audiobook
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Chapter One: Challenge Customer Demand for Service—Instead of Coping with Demand
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Chapter Two: Eliminate Dumb Contacts—Instead of Handling Them Again and Again
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Chapter Three: Create Engaging Self-Service—Instead of Preventing Contact
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Chapter Four: Be Proactive—Instead of Waiting to Respond
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Chapter Five: Make It Really Easy to Contact Your Company—Instead of Dodging the Bullet
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Chapter Six: Own the Actions Across the Organization—Instead of Blaming Customer Service
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Chapter Seven: Listen and Act—Instead of Letting Customer Insights Slip Away
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Chapter Eight: Deliver Great Service Experiences—How to Delight Customers with Awesome Support When They Need It
