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The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs: Book by David Jaffe

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

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ISBN: 9780470189085    Publisher: John Wiley and Sons Ltd Year of publishing: 2008     Format:  Hardcover Language: English
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....Read more
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
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About the author: David Jaffe
Bill Price is president of Driva Solutions, the North American arm of LimeBridge, a customer service consultancy whose clients include Dell, Hyatt, McDonald's,... Read more
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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Review:
admirably straightforward book... refreshingly no-nonsense". ( Financial Times , Thursday 27th March 2008) "Price and Jaffe's book is great...there really is no excuse for not rising to this...Read more
admirably straightforward book... refreshingly no-nonsense". ( Financial Times , Thursday 27th March 2008) "Price and Jaffe's book is great...there really is no excuse for not rising to this challenge." Marketing Week Thursday 17 April 2008 "Price and Jaffe's book is great...there really is no excuse for not rising to this challenge." Marketing Week Thursday 17 April 2008
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