Customer Reviews

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

5 star:		(3)
4 star:		(0)
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1 star:		(1)

 

 

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.

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

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.

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 down and loved the analogies running through the text.