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
The Best Service is No Service
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"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
"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
From the Inside Flap
The Best Service Is No Service 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 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 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. Indispensable to both managers and leaders of organizations, The Best Service Is No Service redefines traditional notions of service and success.
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Most Helpful Customer Reviews
2 of 2 people found the following review helpful
Format: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.
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.
2 of 2 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
Format: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
Francois
By A. McLachlan
Format:Hardcover|Amazon Verified Purchase
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.
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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Most Recent Customer Reviews
1.0 out of 5 stars
Academic and informative
An informative read but if you are looking for something more inspirational and motivating then I can recommend Secret Service: Licence to Thrill Your Customers I could not put it... Read more
Published on 25 Sep 2009 by Lidy Benton
4.0 out of 5 stars
The secret to great service is no service - honest!
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... Read more
Published on 16 Jan 2009 by Dominic Monkhouse
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