Publisher description for The best service is no service : how to liberate your customers from customer service, keep them happy, and control costs / Bill Price, David Jaffe.
Bibliographic record and links to related information available from the Library of Congress catalog
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Price's premise is that customer service and CRM managers have it all wrong. They gauge their effectiveness and productivity based on the NUMBER of customer contacts they handle. In classic McKinsey style, Price and Jaffe show how CRM managers are using the wrong metrics--they need to REDUCE customer contacts by treating service as a datapoint_of dysfunction and figuring out how to eliminate the demand. Under Price's leadership, AMAZON.COM was the first major company to implement a "self-service" initiative, and many tech companies have followed suit. Although self-service is often a tech-heavy and software driven effort, the authors emphasize that no technology is needed to adopt a "no service" mindset--any manager who tries to ferret out dysfunctional contacts between customer and company can create better systems that are self-correcting.
Table Of Contents:
Introduction--Why the Best Service is No Service
Chapter 2 Make it Really Easy to Contact Your Company
Chapter 3 Challenge the Reasons for the Customer's Demand for Service
Chapter 4 Create Engaging Self-Service
Chapter 5 Be Proactive
Chapter 6 Own the Actions Across the Organization
Chapter 7 Listen and Act
Library of Congress subject headings for this publication:
Customer services -- Management.
Service industries -- Customer services.
Service industries -- Management.