The Best Service is No Service

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À propos

In this groundbreaking book, 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 these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences

  • EAN

    9781118039397

  • Disponibilité

    Disponible

  • Action copier/coller

    Non

  • Action imprimer

    Dans le cadre de la copie privée

  • Nb pages imprimables

    336

  • Partage

    Dans le cadre de la copie privée

  • Nb Partage

    6 appareils

  • Poids

    3 277 Ko

  • Distributeur

    Numilog

  • Diffuseur

    Numilog

  • Entrepôt

    Numilog

  • Support principal

    ebook (ePub)

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