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01689nam a2200265 a 4500 |
| 001 |
548824 |
| 005 |
20171111230013.0 |
| 008 |
070917s2008 cau b 001 0 eng |
| 020 |
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|a 9780470189085 (cloth)
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| 040 |
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|a DLC
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| 050 |
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|a HF5415.335
|b .P75 2008
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| 082 |
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|2 22
|a 658.8/12
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| 100 |
1 |
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|a Price, Bill,
|d 1950-
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| 245 |
1 |
4 |
|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.
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| 246 |
3 |
4 |
|a Liberate your customers from customer service, keep them happy, and control costs
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| 260 |
3 |
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|a San Francisco :
|b Jossey-Bass,
|c c2008.
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| 300 |
3 |
4 |
|a xvii, 312 p. :
|b ill. ;
|c 24 cm.
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| 504 |
3 |
4 |
|a Includes bibliographical references and index.
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| 505 |
3 |
4 |
|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 contact prevention) -- 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.
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| 650 |
3 |
4 |
|a Consumer satisfaction
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| 650 |
3 |
4 |
|a Customer services
|x Management
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| 650 |
3 |
4 |
|a Service industries
|x Customer services.
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| 650 |
3 |
4 |
|a Service industries
|x Management
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| 700 |
1 |
4 |
|a Jaffe, David,
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| 952 |
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|a GrThPMO
|b 59b011106c5ad17d7e5ac57a
|c 952a
|d 9528
|e HF5415.335.P75 2008
|t 7
|x m
|z Books
|
