The Best Service is No Service

How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Business & Finance, Marketing & Sales, Customer Service
Cover of the book The Best Service is No Service by Bill Price, David Jaffe, Wiley
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Author: Bill Price, David Jaffe ISBN: 9781118039397
Publisher: Wiley Publication: September 14, 2011
Imprint: Jossey-Bass Language: English
Author: Bill Price, David Jaffe
ISBN: 9781118039397
Publisher: Wiley
Publication: September 14, 2011
Imprint: Jossey-Bass
Language: English

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
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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":

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