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Best Service Is No Service, The: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs | 
 enlarge | Authors: Bill Price, David Jaffe
Creator: Jim Bond
Publisher: Brilliance Audio on CD
Category: Book
List Price: $36.95
Buy New: $20.99
You Save: $15.96 (43%)
New (25) Used (4) from $20.99
Sales Rank: 1517161
Format: Abridged, Audiobook, Cd
Media: Audio CD
Edition: Abridged
Number Of Items: 9
Shipping Weight (lbs): 0.5
Dimensions (in): 7.1 x 5.2 x 1.5
ISBN: 1423360087
Dewey Decimal Number: 658.812
EAN: 9781423360087
ASIN: 1423360087
Publication Date: March 21, 2008
Availability: Usually ships in 1-2 business days
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| Also Available In:
| • | Audio Cassette - Best Service Is No Service, The: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs | | • | MP3 CD - Best Service Is No Service, The: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs | | • | MP3 CD - Best Service Is No Service, The: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs | | • | Audio CD - Best Service Is No Service, The: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs |
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Product Description
Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a “relationship” with your company’s customer service department, or do they simply want to purchase your products or services so they can put them to use?
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
While self-service and customer relationship management are often tech-heavy and software-driven efforts, Price and Jaffe emphasize that no technology is needed to adopt a “no service” mindset - and any manager who tries to ferret out dysfunctional contacts between customers and companies can create far better, self-correcting systems.
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