The best service is no service how to liberate your customers from customer service, keep them happy, and control costs

The best service is no service how to liberate your customers from customer service, keep them happy, and control costs

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Bibliographic Details
Main Author: Price, Bill 1950-
Other Authors: Jaffe, David 1963-
Format: Book
Published: San Francisco Jossey-Bass 2008
Edition:1st ed
Subjects:
Customer services > Management
Service industries > Management
Consumer satisfaction
Service industries > Customer services
Online Access:Click Here to View Status and Holdings.
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MARC

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100 1 # |a Price, Bill  |d 1950- 
245 1 4 |a The best service is no service  |b how to liberate your customers from customer service, keep them happy, and control costs  |c Bill Price, David Jaffe 
246 3 0 |a Liberate your customers from customer service, keep them happy, and control costs 
250 # # |a 1st ed 
260 # # |a San Francisco  |b Jossey-Bass  |c 2008 
300 # # |a xvii, 312 p.  |b ill.  |c 24 cm 
504 # # |a Includes bibliographical references and index 
505 1 # |a 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 
650 # 0 |a Customer services  |x Management 
650 # 0 |a Service industries  |x Management 
650 # 0 |a Consumer satisfaction 
650 # 0 |a Service industries  |x Customer services 
700 1 # |a Jaffe, David  |d 1963- 
856 4 0 |z Click Here to View Status and Holdings.  |u https://opac.uitm.edu.my/opac/detailsPage/detailsHome.jsp?tid=392687 
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