Intelligent self-service concepts increase customer satisfaction Dusseldorf the best service is no service. Who made up this thesis, is not ignorant, but the man who revolutionized customer service at the online bookseller Amazon Bill Price. The average customer has simply no desire to call his bank or send an E-Mail to his online retailers if a kind of further declarations made by him is required or has deficiencies. Instead everything should run from the outset clearly structured and easily\”, so his analysis of service requests on the client side. With the purchase of a product, the customer should be satisfied and even no reason find again the company in contact with, at best for more purchases. At Amazon, therefore the number of contacts per customer order has long been an important performance indicator.
Unless the customer still has a reason to register, the company to develop important intelligent self-service concepts, so price in his book written together with David Jaffe \”The best service is no service\”. \”Bill price’s thesis is alluring and enlightening at the same time: customers want to no service, but intuitive and reliable products, which as far as possible exclude the servicing or combined with quick and easy-to-use self-service offerings are\”, rated Bernhard Steimel, spokesman for the initiative voice business (IVB), the recommendations of the former McKinsey consultant price compared to the online magazine NeueNachricht ne-na.de. The practice shows that it fails many companies to meet these standards. They apparently prefer to deal in their customer service departments with the effects and symptoms of poorly designed products and services and also engage in fire-fighting, without really resolve the causes\”, white Steimel taking critically examined in particular the culture of service in the highly competitive telephone market. Especially in the fixed network providers, one gets the impression that they do everything to as many as possible sometimes Service incidents to generate.\” He leads poor accessibility, inadequately trained hotline personnel, confusing and abmahnen enabled business conditions as examples of bad service experiences.