基本信息出版社：Jossey-Bass
页码：336 页
出版日期：2008年03月
ISBN：0470189088
条形码：9780470189085
装帧：精装
正文语种：英语
外文书名：了解商业会计学, 第2版

内容简介 在线阅读本书

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

作者简介

Bill Price is president of Driva Solutions, the North American arm of LimeBridge, a customer service consultancy whose clients include Dell, Hyatt, McDonald's, Microsoft, and TiVo. Prior to founding Driva Solutions, Bill was Amazon.com's first vice president of Global Customer Service, a vice president at MCI, and a senior consultant with McKinsey & Company. A frequent keynote speaker, Price has written numerous articles and white papers.

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.
媒体推荐 Review
"admirably straightforward book… refreshingly no-nonsense". (Financial Times , Thursday 27th March 2008)