The Best Service is No Service

Introduction: Why We Wrote This Book

1 Challenge Customer Demand for Service: Instead of Coping with Demand
2 Eliminate Dumb Contacts: Instead of Handling Them Again and Again
3 Create Engaging Self-Service: Instead of Preventing Contact
4 Be Proactive: Instead of Waiting to Respond
5 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet
6 Own the Actions Across the Organization Instead of Blaming Customer Service
7 Listen and Act: Instead of Letting Customer Insights Slip Away
8 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

Notes
Acknowledgments
About the Authors
Index