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 enlarge | Authors: Bill Price, David Jaffe
Publisher: Jossey-Bass
Category: Book
List Price: $27.95
Buy New: $14.50
You Save: $13.45 (48%)
New (35) Used (11) from $14.50
Rating:  7 reviews
Sales Rank: 55327
Media: Hardcover
Edition: 1
Pages: 336
Number Of Items: 1
Shipping Weight (lbs): 1.2
Dimensions (in): 9 x 6.4 x 1.3
ISBN: 0470189088
Dewey Decimal Number: 658.812
EAN: 9780470189085
ASIN: 0470189088
Publication Date: March 21, 2008
Availability: Usually ships in 1-2 business days
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| Customer Reviews:
Get ready for your Eureka moment. April 10, 2008
Book Guy
5 out of 7 found this review helpful
First, full disclosure: I know Bill and saw an early version of the book, but we have no mutual business or conflicts of interests now. This review is based on what I learned for my business. The best books make you say "Duh, why didn't I think of that," and this is one of those books. Key takeaway: customer service professionals are using the wrong metrics to measure performance. If you want to find the right metrics, you have to read Bill and Dave's book, because this information is available nowhere else. I promise you you'll be amazed at the simplicity of this book's logic--measure the right stuff, and reduce problems so customers don't have to contact you. That's the genius of it.
Learn to challenge the reasons for customer contacts March 26, 2008
SeaCat (Seattle, WA United States)
1 out of 2 found this review helpful
The Best Service is No Service is a great book showing both how companies shoot themselves in the foot by not being smart about their support strategies, and how companies that are challenging customer contacts are saving money, building brand, and making their customers very very happy by eliminating the reason to call in the first place.
Also help figuring out the next step: if they do have to call, how can you make that contact work for both the customer and the company. Great stuff--good news for both customers and companies!
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