The Best Service is No Service
How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
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Best Service is No Service by Bill Price
Book DescriptionIn 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
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Book DetailsISBN: 9780470189085
(238mm x 163mm x 29mm)
Imprint: Jossey Bass Wiley
Publisher: John Wiley and Sons Ltd
Publish Date: 9-Apr-2008
Country of Publication: United Kingdom
Books By Author Bill Price
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The people and events that shaped the "game of kings."
Your Customer Rules!, Hardback (January 2015)View all books by Bill Price
What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips and can influence the purchase decisions and behaviors of millions of others.
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Author Biography - 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. 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.
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