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:	Unknown
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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Table of Contents:

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

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