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The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
Bill Price, David Jaffe
ISBN: 978-0-470-18908-5
336 pages
March 2008, Jossey-Bass
Hardcover $29.95ADD TO CART
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The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs (0470189088) cover image
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Description
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service":
Eliminate dumb contacts
Create engaging self-service
Be proactive
Make it easy to contact your company
Own the actions across the company
Listen and act
Deliver great service experiences