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Bill Price 作者

Jossey-Bass

译者

2008-3 出版日期

312 页数

236.00元价格

Hardcover

丛书系列

9780470189085 图书编码

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发表于2024-11-25

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The Best Service is No Service 在线电子书 epub 下载 mobi 下载 pdf 下载 txt 下载 2024

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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

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