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The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs | 
 enlarge | Authors: Bill Price, David Jaffe
Publisher: Jossey-Bass
Category: Book
List Price: $27.95
Buy New: $14.45
You Save: $13.50 (48%)
New (26) Used (7) from $14.35
Avg. Customer Rating:  3 reviews
Sales Rank: 19012
Media: Hardcover
Edition: 1
Number Of Items: 1
Pages: 336
Shipping Weight (lbs): 1.2
Dimensions (in): 9 x 6.4 x 1.3
ISBN: 0470189088
Dewey Decimal Number: 658.812
EAN: 9780470189085
ASIN: 0470189088
Publication Date: March 21, 2008
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Condition: A Brand New Copy. Never Read.
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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
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| Customer Reviews:
 The Best Service Is "Great" Service, Not "No" Service April 22, 2008
1 out of 3 found this review helpful
Service automation can certainly reduce costs for corporations. But high tech service lacks the hi touch or human touch. Most of the services these days are being out-sourced. Call centers, hotlines, automated emails try to minimize the level of originally high touch service provided to the customers, thus creating a lot of inconveniences for the customers. More and more broken services these days because too many corporations try to squeeze more profits by undergoing overly service automation, reducing staff's service training, No. of service head counts, and paying lip service to great customer service.
The book has an illogical--just catchy title. The Best Service is "Lots" of Great Service, not just "Self-service" or "no service", trying to rip off customers by over-leveraging on service technologies. Imagine you go to a restaurant or hotel, you still prefer more human touch service, not just the overly calculated, cold cold self-services as designed by the so called service consultants or gurus with MBAs.
 Get ready for your Eureka moment. April 10, 2008
2 out of 4 found this review helpful
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.
Learn to challenge the reasons for customer contacts March 26, 2008
0 out of 1 found this review helpful
The Best Service is No Service is a great book showing both how companies shoot themselves in the foot by not being smart about their support strategies, and how companies that are challenging customer contacts are saving money, building brand, and making their customers very very happy by eliminating the reason to call in the first place.
Also help figuring out the next step: if they do have to call, how can you make that contact work for both the customer and the company. Great stuff--good news for both customers and companies!
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