The Best Service is No Service
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Review
"admirably straightforward book… refreshingly no–nonsense". (Financial Times , Thursday 27th March 2008)
"admirably straightforward book… refreshingly no–nonsense". (Financial Times , Thursday 27th March 2008)
"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
Product Description
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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Most Helpful Customer Reviews
1 of 1 people found the following review helpful:
5.0 out of 5 stars
a great how to guide to creating a great service firm,
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This review is from: The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs (Hardcover)
It's obvious to be nice to customers who call, but wouldn't customers rather not have to call? How did Amazon keep the same size customer service team whilst growing its revenues x4? It's all in here. Don't just deliver a great customer experience at every touch point but spend time analysing and ruthlessly eliminating unnecessary touch points. When the net promoter score (NPS) was first published Amazon had a world leading score of 80. Read this book to find out how they and others did it and how you can too.
I have just re-read this book in preparation for a conference I was speaking at. I don't think my review above does it justice. Its full of real life examples and how to advice, sharp and practical. Its a book for practitioners not academics.
1 of 1 people found the following review helpful:
5.0 out of 5 stars
A must read for all CEOs, non-execs and shareholders with a Service function,
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This review is from: The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs (Hardcover)
Excellent book and a must read and must implement for all CEOs of companies with a Customer Service function ... The book has the A-Z guide on 'why', 'how', 'when', 'what' and 'who' can improve your customers' satisfaction and ran your company in a competent manner ... As a shareholder or non-exec, the book will show you the questions you should ask your management ... My business book of the year
Francois
5.0 out of 5 stars
How to transform your customers' experience,
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This review is from: The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs (Hardcover)
This is an excellent book that ought to be compulsory reading for all companies with a customer service element, mostly because so many of them are so very far from providing even reasonable service.
The book gives clear, practical advice and loads of examples of where service has gone wrong and of best practice (plenty of examples from Amazon in this category :-) The advice should transform customer experience where it is poor and have a major impact on the bottom line of companies who take notice.
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