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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| | | | | | The best service is no service : how to liberate your customers from customer service, keep them happy, and control costs. - San Francisco , 2008. | | xvii, 312 p. : ill. ; 24 cm. | | 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 preventing contact -- 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 -- Appendix C : Bibliography. | | ISBN 9780470189085 (cloth) | | .-ISBN 0470189088 (cloth). | | | | 1. Customer services - Management 2. Service industries - Management 3. Consumer satisfaction 4. Service industries - Customer services.I. Jaffe, David - 1963- II. Title | | | Library : UiTM Shah Alam; UITM Sarawak; UiTM Johor; UITM Kelantan |
| | Accn No. | Item Status | Add Id | Location | SMD | Item Category | | 143637AD | Shelf | | PERPUSTAKAAN TUN ABDUL RAZAK(P1) | BOOK | RAK TERBUKA (OPEN SHELVES) |
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