The Best Service is No Service
How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
Bill Price & David Jaffe
This book is available for download with iBooks on your Mac or iOS device, and with iTunes on your computer. Books can be read with iBooks on your Mac or iOS device.
In this groundbreaking book, Bill Price and David Jaffe offer anew, game-changing approach, showing how managers are taking thewrong path and are using the wrong metrics to measure customerservice. Customer service, they assert, is only needed when acompany does something wrong—eliminating the need forservice is the best way to satisfy customers. To be successful,companies need to treat service as a data point of dysfunction andfigure what they need to do to eliminate the demand. The BestService Is No Service outlines these seven principles todeliver the best service that ultimately leads to "no service": Eliminate dumb contactsCreate engaging self-serviceBe proactiveMake it easy to contact your companyOwn the actions across the companyListen and actDeliver great service experiences