Table of 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

About the Author

Bill Price is president of Driva Solutions, the North American arm of LimeBridge, a customer service consultancy whose clients include Dell, Hyatt, McDonald’s, Microsoft, and TiVo. Prior to founding Driva Solutions, Bill was Amazon.com’s first vice president of Global Customer Service, a vice president at MCI, and a senior consultant with McKinsey & Company. A frequent keynote speaker, Price has written numerous articles and white papers.

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.

Reviews

"admirably straightforward book… refreshingly no-nonsense". (Financial Times , Thursday 27th March 2008)