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

Bill Price (Author), David Jaffe (Author)
4.0 out of 5 stars  See all reviews (4 customer reviews)
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Customers buy this book with The One Minute Manager - Raving Fans!: Revolutionary Approach to Customer Service by Kenneth Blanchard Paperback £4.49

The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs + The One Minute Manager - Raving Fans!: Revolutionary Approach to Customer Service
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Product details

  • Hardcover: 336 pages
  • Publisher: Jossey Bass; 1 edition (9 April 2008)
  • Language English
  • ISBN-10: 0470189088
  • ISBN-13: 978-0470189085
  • Product Dimensions: 22.9 x 16.3 x 3.3 cm
  • Average Customer Review: 4.0 out of 5 stars  See all reviews (4 customer reviews)
  • Amazon Bestsellers Rank: 64,697 in Books (See Top 100 in Books)
    #81 in  Books > Business, Finance & Law > Sales & Marketing > Brands & Corporate Identity

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  • See Complete Table of Contents

More About the Author

Bill Price
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Product Description

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)

“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

See all Product Description
Inside This Book (Learn More)
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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What Do Customers Ultimately Buy After Viewing This Item?

The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
81% buy the item featured on this page:
The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs by Bill Price Hardcover 4.0 out of 5 stars (4)
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Secret Service: Licence to Thrill Your Customers
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Secret Service: Licence to Thrill Your Customers by Colin Turner Paperback 5.0 out of 5 stars (3)
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The One Minute Manager - Raving Fans!: Revolutionary Approach to Customer Service
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The One Minute Manager - Raving Fans!: Revolutionary Approach to Customer Service by Kenneth Blanchard Paperback 4.7 out of 5 stars (14)
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Customer Reviews

4 Reviews
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4.0 out of 5 stars (4 customer reviews)
 
 
 
 
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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 Dominic Monkhouse "service guru" (Lymington) - 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)
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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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 11 months ago by Lidy Benton

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"How do we stop doing dumb things to our customers and staff?" 0 November 2007
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