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The Best Service Is No Service - Price, Bill Jaffe, David
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[ED: Hardcover], [PU: John Wiley and Sons Ltd / Wiley, John, & Sons, Inc], Praise for The Best Service Is No Service "A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues." -Don Peppers and Martha Rogers, Ph.D., authors, Rules to Break and Laws to Follow "The Best Service Is No Service presents great new ideas about how to make service work for the company and the customer. Customers are clamoring for self-service that answers all of their questions, and this important book shows companies how to achieve this level of customer satisfaction." -Sheryl Sandberg, vice president of online sales and operations, Google "I recommend The Best Service Is No Service to companies and their outsourcing partners alike-when customers don't need to contact companies for help or information because everything is clear and works right, then everyone benefits. The 'best service' principles also work across all countries and cultures, a new universal goal!" -Sanjeev Aggarwal, managing director, Helion Ventures Pvt Ltd Gurgaon, India, and founder and former CEO of IBM Daksh "Building 'the best service is no service' also applies outside of corporations-universities and business schools can learn a lot from this book and its principles. I recommend this book to academic leaders for their schools and for their students to obtain firsthand lessons that really work!" -James Jiambalvo, dean, Michael G. Foster School of Business and Kirby L. Cramer Chair of Business Administration "This book is compulsory reading for executives, customer service managers, and decision makers whose actions define a company's customer experience. The Best Service Is No Service points out areas where management mistakes or confusion can lead to unnecessary contacts and disoriented customers. The concept of 'no service' is elegant in its simplicity. You will find clear solutions and tips on how to achieve 'no service' but also how to provide 'awesome customer experiences' while pursuing 'no service.'" -Bert Quintana, former vice president, Dell International Services Illustrations Versandfertig in 2-4 Wochen, DE, [SC: 0.00], Neuware, gewerbliches Angebot, offene Rechnung (Vorkasse vorbehalten)

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The Best Service is No Service - Bill Price
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Praise for The Best Service Is No Service"A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues."-Don Peppers and Martha Rogers, Ph.D., authors, Rules to Break and Laws to Follow"The Best Service Is No Service presents great new ideas about how to make service work for the company and the customer. Customers are clamoring for self-service that answers all of their questions, and this important book shows companies how to achieve this level of customer satisfaction."-Sheryl Sandberg, vice president of online sales and operations, Google"I recommend The Best Service Is No Service to companies and their outsourcing partners alike-when customers don't need to contact companies for help or information because everything is clear and works right, then everyone benefits. The 'best service' principles also work across all countries and cultures, a new universal goal!"-Sanjeev Aggarwal, managing director, Helion Ventures Pvt Ltd Gurgaon, India, and founder and former CEO of IBM Daksh"Building 'the best service is no service' also applies outside of corporations-universities and business schools can learn a lot from this book and its principles. I recommend this book to academic leaders for their schools and for their students to obtain firsthand lessons that really work!"-James Jiambalvo, dean, Michael G. Foster School of Business and Kirby L. Cramer Chair of Business Administration"This book is compulsory reading for executives, customer service managers, and decision makers whose actions define a company's customer experience. The Best Service Is No Service points out areas where management mistakes or confusion can lead to unnecessary contacts and disoriented customers. The concept of 'no service' is elegant in its simplicity. You will find clear solutions and tips on how to achieve 'no service' but also how to provide 'awesome customer experiences' while pursuing 'no service.'"-Bert Quintana, former vice president, Dell International Services Bücher / Sozialwissenschaften, Recht & Wirtschaft / Wirtschaft / Betriebswirtschaft, [PU: Wiley]

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The Best Service Is No Service: How To Liberate Your Customers From Customer Service, Keep Them Happy, And Control Costs - Bill Price, David Jaffe
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ISBN: 9780470189085

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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 Bill Price, David Jaffe, Books, Business and Finance, Marketing and Sales, Customer Service, The Best Service Is No Service: How To Liberate Your Customers From Customer Service, Keep Them Happy, And Control Costs Books>Business and Finance>Marketing and Sales>Customer Service, Wiley

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The Best Service Is No Service : How to Liberate Your Customers From Customer Service, Keep Them Happy, and Control Costs - David K. Hayes
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Praise for The Best Service Is No Service "A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether.We strongly recommend it to anyone involved in customer service issues. " -Don Peppers and Martha Rogers, Ph.D.; Paperback \ David K. Hayes; Business,Finance and Law > Business & management > Sales & marketing > Customer services, John Wiley and Sons Ltd

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The Best Service Is No Service - Bill Price; David Jaffe
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2008, ISBN: 9780470189085

ID: 8454275

Hardcover, Buch, [PU: Jossey Bass Wiley]

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Details zum Buch
The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Praise for The Best Service Is No Service "A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues." -Don Peppers and Martha Rogers, Ph.D., authors, Rules to Break and Laws to Follow "The Best Service Is No Service presents great new ideas about how to make service work for the company and the customer. Customers are clamoring for self-service that answers all of their questions, and this important book shows companies how to achieve this level of customer satisfaction." -Sheryl Sandberg, vice president of online sales and operations, Google "I recommend The Best Service Is No Service to companies and their outsourcing partners alike-when customers don't need to contact companies for help or information because everything is clear and works right, then everyone benefits. The 'best service' principles also work across all countries and cultures, a new universal goal!" -Sanjeev Aggarwal, managing director, Helion Ventures Pvt Ltd Gurgaon, India, and founder and former CEO of IBM Daksh "Building 'the best service is no service' also applies outside of corporations-universities and business schools can learn a lot from this book and its principles. I recommend this book to academic leaders for their schools and for their students to obtain firsthand lessons that really work!" -James Jiambalvo, dean, Michael G. Foster School of Business; and Kirby L. Cramer Chair of Business Administration "This book is compulsory reading for executives, customer service managers, and decision makers whose actions define a company's customer experience. The Best Service Is No Service points out areas where management mistakes or confusion can lead to unnecessary contacts and disoriented customers. The concept of 'no service' is elegant in its simplicity. You will find clear solutions and tips on how to achieve 'no service' but also how to provide 'awesome customer experiences' while pursuing 'no service.'" -Bert Quintana, former vice president, Dell International Services

Detailangaben zum Buch - The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs


EAN (ISBN-13): 9780470189085
ISBN (ISBN-10): 0470189088
Gebundene Ausgabe
Taschenbuch
Erscheinungsjahr: 2008
Herausgeber: JOSSEY BASS
312 Seiten
Gewicht: 0,522 kg
Sprache: eng/Englisch

Buch in der Datenbank seit 20.11.2007 11:45:31
Buch zuletzt gefunden am 15.10.2017 18:14:34
ISBN/EAN: 9780470189085

ISBN - alternative Schreibweisen:
0-470-18908-8, 978-0-470-18908-5


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