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The Best Service Is No Service: How to Liberate Your Customers from Customer Service
 
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The Best Service Is No Service: How to Liberate Your Customers from Customer Service [Audio Download]

by Bill Price (Author), David Jaffe (Author), Jim Bond (Narrator)
4.0 out of 5 stars  See all reviews (4 customer reviews)
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Product details

  • Audio Download
  • Listening Length: 10 hours and 12 minutes
  • Program Type: Audiobook
  • Version: Abridged
  • Publisher: Brilliance Audio
  • Audible Release Date: 29 April 2008
  • Language: English
  • ASIN: B002SQ60ZS
  • Average Customer Review: 4.0 out of 5 stars  See all reviews (4 customer reviews)

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Product Description

Here's how to liberate your customers from customer service, keep them happy, and control costs.

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 audiobook, 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 seven principles to deliver the best service - which 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

    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.
    • ©2008 Bill Price; (P)2008 Brilliance Audio
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    Customer Reviews

    4 Reviews
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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, 16 Jun 2009
    By 
    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.
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    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, 18 May 2009
    By 
    Francois Gall (UK) - See all my reviews
    (REAL NAME)   
    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
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    5.0 out of 5 stars How to transform your customers' experience, 27 July 2010
    By 
    A. McLachlan "Alex" (Surrey, England) - See all my reviews
    (REAL NAME)   
    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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    › Go to Amazon.com to see all 11 reviews  4.6 out of 5 stars 
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