The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

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

Author: Bill Price, David Jaffe
Publisher: Jossey-Bass
Published: 03/01/2008
Pages: 336
Binding Type: Hardcover
Weight: 1.15lbs
Size: 9.36h x 6.26w x 1.15d
ISBN: 9780470189085

Review Citation(s):
Reference and Research Bk News 11/01/2008 pg. 122

About the Author
Bill Price is president of Driva Solutions, the North American arm of LimeBridge, a customer service consultancy whose clients include Dell, Hyatt, McDonald's, Microsoft, and TiVo. Prior to founding Driva Solutions, Bill was Amazon.com's first vice president of Global Customer Service, a vice president at MCI, and a senior consultant with McKinsey & Company. A frequent keynote speaker, Price has written numerous articles and white papers.

David Jaffe is consulting director of Australia's leading customer experience improvement company and helps major corporations improve the service and sales that they deliver.