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

by Price, Bill; Jaffe, David

• ISBN13: 9780470189085
• ISBN10: 0470189088
• Edition: 1st
• Format: Hardcover
• Copyright: 2008-03-21
• Publisher: Jossey-Bass

Summary

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 wrongeliminating 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

Author Biography

Bill Price is president of Driva Solutions, the North American arm of LimeBridge, a customer service consultancy whose clients include Dell, Hyatt, McDonald's, Microsoft, and TiVo. Prior to founding Driva Solutions, Bill was Amazon.com's first vice president of Global Customer Service, a vice president at MCI, and a senior consultant with McKinsey & Company. A frequent keynote speaker, Price has written numerous articles and white papers.

David Jaffe is consulting director of Australia's leading customer experience improvement company and helps major corporations improve the service and sales that they deliver.

Table of Contents

Introduction: Why We Wrote This Book	p. xi
Challenge Customer Demand for Service: Instead of Coping with Demand	p. 1
Eliminate Dumb Contacts: Instead of Handling Them Again and Again	p. 29
Create Engaging Self-Service: Instead of Preventing Contact	p. 65
Be Proactive: Instead of Waiting to Respond	p. 99
Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet	p. 125
Own the Actions Across the Organization: Instead of Blaming Customer Service	p. 165
Listen and Act: Instead of Letting Customer Insights Slip Away	p. 203
Deliver Great Service Experiences: How to Delight Customers with Awesome Support When They Need It	p. 241
Best Service Survey	p. 277
Glossary	p. 287
Bibliography	p. 293
Notes	p. 299
Acknowledgments	p. 301
About the Authors	p. 305
Index	p. 307
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