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

Price, Bill; Jaffe, David

ISBN 10: 1423360087 ISBN 13: 9781423360087

Publisher: Brilliance Audio, 2008

Synopsis

Arguing that customer service is only needed when companies do something wrong and that businesses need to adop a "no service" mindset, the authors explain how to eliminate the need for service by satisfying customers the first time and by treating a customer service call as a point of dysfunction that requires fixing. Simultaneous.

About this title

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

From the Back Cover:

Praise for The Best Service Is No Service

"A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues."
Don Peppers and Martha Rogers, Ph.D., authors, Rules to Break and Laws to Follow

"The Best Service Is No Service presents great new ideas about how to make service work for the company and the customer. Customers are clamoring for self–service that answers all of their questions, and this important book shows companies how to achieve this level of customer satisfaction."
Sheryl Sandberg, vice president of online sales and operations, Google

"I recommend The Best Service Is No Service to companies and their outsourcing partners alike when customers don′t need to contact companies for help or information because everything is clear and works right, then everyone benefits. The ′best service′ principles also work across all countries and cultures, a new universal goal!"
Sanjeev Aggarwal, managing director, Helion Ventures Pvt Ltd Gurgaon, India, and founder and former CEO of IBM Daksh

"Building ′the best service is no service′ also applies outside of corporations universities and business schools can learn a lot from this book and its principles. I recommend this book to academic leaders for their schools and for their students to obtain firsthand lessons that really work!"
James Jiambalvo, dean, Michael G. Foster School of Business; and Kirby L. Cramer Chair of Business Administration

"This book is compulsory reading for executives, customer service managers, and decision makers whose actions define a company′s customer experience. The Best Service Is No Service points out areas where management mistakes or confusion can lead to unnecessary contacts and disoriented customers. The concept of ′no service′ is elegant in its simplicity. You will find clear solutions and tips on how to achieve ′no service′ but also how to provide ′awesome customer experiences′ while pursuing ′no service.′"
Bert Quintana, former vice president, Dell International Services

About this edition

• Publisher: Brilliance Audio
• Publication date: 2008
• ISBN 10: 1423360087
• ISBN 13: 9781423360087
• Binding: Audio CD