The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
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
Make it easy to contact your company
Own the actions across the company
Listen and act
Deliver great service experiences
Best How-To Book Ever on Earning Your Customers' Trust
By Don Peppers - June 13, 2008
If you believe, as I do, that earning the trust of your customers is the most direct route to long-term success for a business, then this is the book for you. This is probably the single best "how to" book on earning customer trust that I've ever read - and I have read most of them, and written several of them myself, with my co-author and business partner Martha Rogers (our latest and greatest: Rules to Break and Laws to FollowRules to Break and Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism (Microsoft Executive Leadership Series)).
So congratulations to Bill Price and David Jaffe for such a sweeping, carefully delineated guidebook for business people just trying to do the right thing for customers. Jaffe is a customer experience consultant operating out of Australia, and Price is the ex-VP of Global Customer Service for Amazon, which says a lot about their perspective,... read more
A marketing book regarding customer service that explains well the diagram included in the first chapter.
By Jeff Lippincott "JLIPPIN" - June 7, 2008
I loved this book. It is well organized and written. It starts out with a diagram that represents a picture of how the best customer service is no (or little) customer service. And then it uses eight chapters of text to explain why the best service is no (or little) service. Each chapter ends with a good summary of what was covered in the chapter. And after each chapter summary there is a list of survey questions that help the reader apply what they have read to their real-world situation. Very well done!
The book also includes wonderful appendix material: a Best Service Survey, a glossary and a blibliography. All in all, this book redefines traditional notions of what a small business needs to do to be successful. By reading this book you will be reminded that good customer service is critical to the success of small business. However, there is no need (nor is it ideal) to over supply customer service. Too much customer service can negatively impact on a company's profit... read more
Get ready for your Eureka moment.
By Book Guy - April 10, 2008
First, full disclosure: I know Bill and saw an early version of the book, but we have no mutual business or conflicts of interests now. This review is based on what I learned for my business. The best books make you say "Duh, why didn't I think of that," and this is one of those books. Key takeaway: customer service professionals are using the wrong metrics to measure performance. If you want to find the right metrics, you have to read Bill and Dave's book, because this information is available nowhere else. I promise you you'll be amazed at the simplicity of this book's logic--measure the right stuff, and reduce problems so customers don't have to contact you. That's the genius of it.
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