The Best Service Is No Service
Book (italiano):
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 <i>need</i> 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. <i>The Best Service Is No Service</i> outlines these seven principles to deliver the best service that ultimately leads to "no service":<ul><li>Eliminate dumb contacts<li>Create engaging self-service<li>Be proactive<li>Make it easy to contact your company<li>Own the actions across the company<li>Listen and act<li>Deliver great service experiences</ul>
|
Quantity
|
|
|
