The Best Service Is No Service - by Bill Price & David Jaffe (Hardcover)
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<p/><br></br><p><b> About the Book </b></p></br></br>Price and Jaffe assert that customer service is only needed when a company does something wrong, and that eliminating the need for service is the best way to satisfy customers.<p/><br></br><p><b> Book Synopsis </b></p></br></br>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 <i>need</i> 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. <i>The Best Service Is No Service</i> outlines these seven principles to deliver the best service that ultimately leads to no service: <ul> <li>Eliminate dumb contacts</li> <li>Create engaging self-service</li> <li>Be proactive</li> <li>Make it easy to contact your company</li> <li>Own the actions across the company</li> <li>Listen and act</li> <li>Deliver great service experiences</li> </ul><p/><br></br><p><b> From the Back Cover </b></p></br></br><b>The Best Service Is No Service</b> <p>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?</p> <p>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. <i>The Best Service Is No Service</i> outlines these seven principles to deliver the best service that ultimately leads to no service: </p> <ul> <li> <p>Eliminate dumb contacts</p> </li> <li> <p>Create engaging self-service</p> </li> <li> <p>Be proactive</p> </li> <li> <p>Make it easy to contact your company</p> </li> <li> <p>Own the actions across the company</p> </li> <li> <p>Listen and act</p> </li> <li> <p>Deliver great service experiences</p> </li> </ul> <p>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.</p> <p>Indispensable to both managers and leaders of organizations, <i>The Best Service Is No Service</i> redefines traditional notions of service and success.</p><p/><br></br><p><b> Review Quotes </b></p></br></br><br>admirably straightforward book... refreshingly no-nonsense. (<i>Financial Times</i>, Thursday 27th March 2008)<br><p/><br></br><p><b> About the Author </b></p></br></br><b>Bill Price</b> 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. <p><b>David Jaffe</b> is consulting director of Australia's leading customer experience improvement company and helps major corporations improve the service and sales that they deliver.</p>
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