The best service is no service: how to liberate your customers from customer service, keep them happy, and control costs
Gespeichert in:
| Beteiligte Personen: | , |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
San Francisco, Calif.
Jossey-Bass
2008
|
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016983635&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Beschreibung: | Includes bibliographical references and index |
| Umfang: | XVII, 312 S. Ill., graph. Darst. |
| ISBN: | 0470189088 9780470189085 |
Internformat
MARC
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| 264 | 1 | |a San Francisco, Calif. |b Jossey-Bass |c 2008 | |
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Datensatz im Suchindex
| _version_ | 1819356272465543168 |
|---|---|
| adam_text | Contents
Introduction: Why We Wrote This Book xi
1 Challenge Customer Demand for Service:
Instead of Coping with Demand 1
2 Eliminate Dumb Contacts: Instead of
Handling Them Again and Again 29
3 Create Engaging Self-Service: Instead
of Preventing Contact 65
4 Be Proactive: Instead of Waiting to Respond 99
5 Make It Really Easy to Contact Your Company:
Instead of Dodging the Bullet 125
6 Own the Actions Across the Organization:
Instead of Blaming Customer Service 165
7 Listen and Act: Instead of Letting Customer
Insights Slip Away 203
8 Deliver Great Service Experiences:
How to Delight Customers with
Awesome Support When They Need It 241
Appendix A: Best Service Survey 277
Appendix B: Glossary 287
Appendix C: Bibliography 293
Notes 299
Acknowledgments 301
About the Authors 305
Index 307
|
| any_adam_object | 1 |
| author | Price, Bill 1950- Jaffe, David 1963- |
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| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV035176798 |
| illustrated | Illustrated |
| indexdate | 2024-12-20T13:24:55Z |
| institution | BVB |
| isbn | 0470189088 9780470189085 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-016983635 |
| oclc_num | 173509283 |
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| physical | XVII, 312 S. Ill., graph. Darst. |
| publishDate | 2008 |
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| publisher | Jossey-Bass |
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| spellingShingle | Price, Bill 1950- Jaffe, David 1963- The best service is no service how to liberate your customers from customer service, keep them happy, and control costs Consumer satisfaction Customer services Management Service industries Customer services Service industries Management Dienstleistung (DE-588)4012178-1 gnd Management (DE-588)4037278-9 gnd Qualitätssicherung (DE-588)4126457-5 gnd |
| subject_GND | (DE-588)4012178-1 (DE-588)4037278-9 (DE-588)4126457-5 (DE-588)4006432-3 |
| title | The best service is no service how to liberate your customers from customer service, keep them happy, and control costs |
| title_auth | The best service is no service how to liberate your customers from customer service, keep them happy, and control costs |
| title_exact_search | The best service is no service how to liberate your customers from customer service, keep them happy, and control costs |
| title_full | The best service is no service how to liberate your customers from customer service, keep them happy, and control costs Bill Price ; David Jaffe |
| title_fullStr | The best service is no service how to liberate your customers from customer service, keep them happy, and control costs Bill Price ; David Jaffe |
| title_full_unstemmed | The best service is no service how to liberate your customers from customer service, keep them happy, and control costs Bill Price ; David Jaffe |
| title_short | The best service is no service |
| title_sort | the best service is no service how to liberate your customers from customer service keep them happy and control costs |
| title_sub | how to liberate your customers from customer service, keep them happy, and control costs |
| topic | Consumer satisfaction Customer services Management Service industries Customer services Service industries Management Dienstleistung (DE-588)4012178-1 gnd Management (DE-588)4037278-9 gnd Qualitätssicherung (DE-588)4126457-5 gnd |
| topic_facet | Consumer satisfaction Customer services Management Service industries Customer services Service industries Management Dienstleistung Management Qualitätssicherung Bibliografie |
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