The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control CostsISBN: 978-0-470-18908-5
Hardcover
336 pages
March 2008, Jossey-Bass
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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