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Index
COVER
Praise for THE EFFORTLESS EXPERIENCE
TITLE PAGE
COPYRIGHT
DEDICATION
CONTENTS
FOREWORD
INTRODUCTION | BLINDED BY DELIGHT
1 | THE NEW BATTLEGROUND FOR CUSTOMER LOYALTY
2 | WHY YOUR CUSTOMERS DON’T WANT TO TALK TO YOU
3 | THE WORST QUESTION A SERVICE REP CAN ASK
4 | JUST BECAUSE THERE’S NOTHING YOU CAN DO DOESN’T MEAN THERE’S NOTHING YOU CAN DO
5 | TO GET CONTROL, YOU HAVE TO GIVE CONTROL
6 | THE DISLOYALTY DETECTOR—CUSTOMER EFFORT SCORE V2.0
7 | MAKING LOW EFFORT STICK
8 | EFFORT BEYOND THE CONTACT CENTER
ACKNOWLEDGMENTS
APPENDIXES
APPENDIX A: Issue-to-Channel-Mapping Tool
APPENDIX B: Toolkit for Issue Resolution
APPENDIX C: Negative Language Toolkit for Trainers
APPENDIX D: Customer Effort Score v2.0 Starter Kit
APPENDIX E: Customer Effort Assessment—Sample Survey Questions
APPENDIX F: Customer Effort Audit
NOTES
INDEX
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