The best service is no service : how to liberate your customers from customer service, keep them happy, and control costs /
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| Format: | Book |
| Language: | English |
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San Francisco :
Jossey-Bass,
c2008.
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| Subjects: |
Table of Contents:
- 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.