The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs (英語) ハードカバー – イラスト付き, 2008/3/21
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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.
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The book gives clear, practical advice and loads of examples of where service has gone wrong and of best practice (plenty of examples from Amazon in this category :-)
The advice should transform customer experience where it is poor and have a major impact on the bottom line of companies who take notice.
on how to improve the customer service experience in my organization. Most importantly everyone needs to be on board for the good of the client from the CEO to the front line staff, and all the relevant departments, what a book!!! loved it!!!
The authors make the case that providing enough self-help tools to customers and removing the root causes for why customers contact customer support in the first place will decrease the need for service - hence the full title of the book. They also underline the idea that traditional service metrics and methodologies are tired and don't meet the needs of customers anymore.
The book provides a number of examples of companies that have done well, and not so well, in providing best customer service. Companies that have done well have all made themselves easy to reach using as many channels as possible.
In order to make best customer service happen, they suggest seven principles:
1. Eliminate dumb contacts
2. Create engaging self-service
3. Be proactive
4. Make it easy to contact your company
5. Own the actions across the company
6. Listen and act
7. Deliver great service experiences
A great read and worth a second or even third read to review your services against those examples, collect that data and plan those changes. Practical examples and methodologies, a must read if you're a customer service operative, manager, Ceo or cmo.
The authors somehow crafted a thoughtful business textbook in a conversational style. It’s an easy read, great for referencing, and chocked full of case studies, statistics, and quick bits you can start using today.
All of the bases are covered here from service principles to call center team organization, even working with the c-suite to promote customer centricity. What’s not to love? You won’t be disappointed.