The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
March 2008, Jossey-Bass
- 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
1 Challenge Customer Demand for Service: Instead of Coping with Demand.
2 Eliminate Dumb Contacts: Instead of Handling Them Again and Again.
3 Create Engaging Self-Service: Instead of Preventing Contact.
4 Be Proactive: Instead of Waiting to Respond.
5 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet.
6 Own the Actions Across the Organization: Instead of Blaming Customer Service.
7 Listen and Act: Instead of Letting Customer Insights Slip Away.
8 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.
About the Authors.
David Jaffe is consulting director of Australia's leading customer experience improvement company and helps major corporations improve the service and sales that they deliver.
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