机读格式显示(MARC)

• 000 01871cam a2200337 a 4500

• 001 0000216270

• 003 CAL

• 005 20111101093000.0

• 008 070917s2008 caua b 001 0 eng

• 010 __ |a 2007038037

• 020 __ |a 9780470189085 (cloth)

• 020 __ |a 0470189088 (cloth)

• 040 __ |a DLC |c DLC |d BAKER |d YDXCP |d BTCTA |d UKM |d C#P |d BWX

• 082 00 |a 658.8/12 |2 22

• 090 __ |a F713.50/E13

• 093 __ |a F713.50 |2 4

• 099 __ |a CAL 022009088646

• 100 1_ |a Price, Bill, |d 1950-

• 245 14 |a The best service is no service : |b how to liberate your customers from customer service, keep them happy, and control costs / |c Bill Price, David Jaffe.

• 246 30 |a Liberate your customers from customer service, keep them happy, and control costs.

• 250 __ |a 1st ed.

• 260 __ |a San Francisco : |b Jossey-Bass, |c c2008.

• 300 __ |a xvii, 312 p. : |b ill. ; |c 24 cm.

• 504 __ |a Includes bibliographical references (p. 293-300) and index.

• 505 0_ |a 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.

• 650 _0 |a Consumer satisfaction.

• 650 _0 |a Customer services |x Management.

• 650 _0 |a Service industries |x Customer services.

• 650 _0 |a Service industries |x Management.

• 700 1_ |a Jaffe, David, |d 1963-

• 920 __ |a 222016 |z 2