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题名/责任者:

The best service is no service : how to liberate your customers from customer service, keep them happy, and control costs / Bill Price, David Jaffe.

版本说明:

1st ed.

出版发行项:

San Francisco : Jossey-Bass, c2008.

ISBN:

9780470189085 (cloth)

ISBN:

0470189088 (cloth)

载体形态项:

xvii, 312 p. : ill. ; 24 cm.

变异题名:

Liberate your customers from customer service, keep them happy, and control costs.

个人责任者:

Price, Bill, 1950-

附加个人名称:

Jaffe, David, 1963-

论题主题:

Consumer satisfaction.

论题主题:

Customer services-Management.

论题主题:

Service industries-Customer services.

论题主题:

Service industries-Management.

中图法分类号:

F713.50

书目附注:

Includes bibliographical references (p. 293-300) and index.

内容附注:

Challenge customer demand for service : instead of coping with demand -- Eliminate dumb contacts : instead of handling them again and again -- Create engaging self-service : instead of preventing contact -- Be proactive : instead of waiting to respond -- Make it really easy to contact your company : instead of dodging the bullet -- Own the actions across the organization : instead of blaming customer service -- Listen and act : instead of letting customer insights slip away -- Deliver great service experiences : how to delight customers with awesome support when they need it -- Appendix A : Best service survey -- Appendix B : Glossary -- Appendix C : Bibliography.

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