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

Author: Bill Price, David Jaffe

Narrator: Jim Bond

Abridged: 9 hr 59 min

Format: Digital Audiobook Download (DRM Protected)

Published: 03/21/2008


Synopsis

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 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 contactsCreate engaging self-serviceBe proactiveMake it easy to contact your companyOwn the actions across the companyListen and actDeliver great service experiencesWhile 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.

About Bill Price

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.

About David Jaffe

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.


Reviews

Goodreads review by Julio

I wish I had read this book much earlier. So many things that I tried to reinvent the wheel in my career and in the end got to the same conclusions of the authors. If you just started picking up on growth of your support team in your company this book holds quite a lot of the secrets to deal with it......more

Lots of great advice for improving customer service or company's services in general. I listened to the audio version but I feel like I must go back read the ebook version to make sure I grasp the entire content.......more

Goodreads review by Chris

Interesting and some valid points.......more

Goodreads review by Mike

Simple and logical The worst part of this book are the surveys at the end of each chapter. You find yourself nodding and taking notes throughout the chapter then you take the survey and realize that your company is just like one of those cited examples of customer service failure. A great read and wo......more