Bill Price (3)
Auteur van The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
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Statistieken
- Werken
- 3
- Leden
- 61
- Populariteit
- #274,234
- Waardering
- 3.7
- Besprekingen
- 2
- ISBNs
- 90
- Talen
- 7
The book provides a number of examples of companies that have done well, and not so well, in providing Best Service. On the negative side, they show how outdated and frustrating practices decrease satisfaction. Those companies that have done well have all made themselves easy to reach using as many channels as possible. Additionally, they have adopted cultures that embrace the ideal that the customer experience is the responsibility of everyone in the company.
There were a number of very quotable passages in the book. Some of my favorites include:
"The first challenge in trying to achieve Best Service is convincing the company that it's possible and worthwhile.
[Yet,] despite our efforts to achieve Best Service, no company will ever get there."
"The most radical and far-reaching solutions often need rethinking of processes and deep questioning of the status quo-and these are hard."
"Many service departments are so busy fighting fires-trying to hire enough people to get the work done or dealing with the next product or system launch- that there appears to be no time to stand back and ask why this activity exists today. The answer to that problem is that you need to make time."
I'm looking forward to discussing the book's ideas with colleagues to see how we can implement them.… (meer)