{"product_id":"the-best-service-is-no-service-how-to-liberate-your-customers-from-customer-service-keep-them-happy-and-control-costs-hardcover","title":"The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs - Hardcover","description":"\u003cdiv\u003e\u003cp style=\"text-align: right;\"\u003e\u003ca href=\"https:\/\/reportcopyrightinfringement.com\/\" target=\"_blank\" rel=\"nofollow\"\u003e\u003cb\u003eReport copyright infringement\u003c\/b\u003e\u003c\/a\u003e\u003c\/p\u003e\u003c\/div\u003e\u003cp\u003eby \u003cb\u003eBill Price\u003c\/b\u003e (Author), \u003cb\u003eDavid Jaffé\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003eIn 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 \u003ci\u003eneed\u003c\/i\u003e 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. \u003ci\u003eThe Best Service Is No Service\u003c\/i\u003e outlines these seven principles to deliver the best service that ultimately leads to \"no service\" \u003c\/p\u003e\u003cul\u003e \u003cli\u003eEliminate dumb contacts\u003c\/li\u003e \u003cli\u003eCreate engaging self-service\u003c\/li\u003e \u003cli\u003eBe proactive\u003c\/li\u003e \u003cli\u003eMake it easy to contact your company\u003c\/li\u003e \u003cli\u003eOwn the actions across the company\u003c\/li\u003e \u003cli\u003eListen and act\u003c\/li\u003e \u003cli\u003eDeliver great service experiences\u003c\/li\u003e \u003c\/ul\u003e\u003ch3\u003eFront Jacket\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eTHE BEST SERVICE IS NO SERVICE \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eMost customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a \"relationship\" with your company's customer service department, or do they simply want to purchase your products or services so they can put them to use? \u003c\/p\u003e\u003cp\u003eIn 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. \u003ci\u003eThe Best Service Is No Service\u003c\/i\u003e outlines these seven principles to deliver the best service that ultimately leads to \"no service\" \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003e\u003cb\u003eELIMINATE DUMB CONTACTS\u003c\/b\u003e\u003c\/li\u003e \u003cli\u003eCREATE ENGAGING SELF-SERVICE\u003c\/li\u003e \u003cli\u003eBE PROACTIVE\u003c\/li\u003e \u003cli\u003eMAKE IT EASY TO CONTACT YOUR COMPANY\u003c\/li\u003e \u003cli\u003eOWN THE ACTIONS ACROSS THE COMPANY\u003c\/li\u003e \u003cli\u003eLISTEN AND ACT\u003c\/li\u003e \u003cli\u003eDELIVER GREAT SERVICE EXPERIENCES\u003c\/li\u003e\n\u003c\/ul\u003e \u003cp\u003eWhile self-service and customer relationship management are often tech-heavy and software-driven efforts, Price and Jaffe emphasize that no technology is needed to adopt a \"no service\" mindset--and any manager who tries to ferret out dysfunctional contacts between customers and companies can create far better, self-correcting systems. \u003c\/p\u003e\u003cp\u003eIndispensable to both managers and leaders of organizations, \u003ci\u003eThe Best Service Is No Service\u003c\/i\u003e redefines traditional notions of service and success.\u003c\/p\u003e\u003ch3\u003eBack Jacket\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eMost customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a \"relationship\" with your company's customer service department, or do they simply want to purchase your products or services so they can put them to use? \u003c\/p\u003e\u003cp\u003eIn 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 \u003ci\u003eneed\u003c\/i\u003e 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. \u003ci\u003eThe Best Service Is No Service\u003c\/i\u003e outlines these seven principles to deliver the best service that ultimately leads to \"no service\" \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003e\u003cb\u003eELIMINATE DUMB CONTACTS\u003c\/b\u003e\u003c\/li\u003e \u003cli\u003eCREATE ENGAGING SELF-SERVICE\u003c\/li\u003e \u003cli\u003eBE PROACTIVE\u003c\/li\u003e \u003cli\u003eMAKE IT EASY TO CONTACT YOUR COMPANY\u003c\/li\u003e \u003cli\u003eOWN THE ACTIONS ACROSS THE COMPANY\u003c\/li\u003e \u003cli\u003eLISTEN AND ACT\u003c\/li\u003e \u003cli\u003eDELIVER GREAT SERVICE EXPERIENCES\u003c\/li\u003e\n\u003c\/ul\u003e \u003cp\u003eWhile self-service and customer relationship management are often tech-heavy and software-driven efforts, Price and Jaffe emphasize that no technology is needed to adopt a \"no service\" mindset--and any manager who tries to ferret out dysfunctional contacts between customers and companies can create far better, self-correcting systems. \u003c\/p\u003e\u003cp\u003eIndispensable to both managers and leaders of organizations, \u003ci\u003eThe Best Service Is No Service\u003c\/i\u003e redefines traditional notions of service and success.\u003c\/p\u003e\u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eBill Price\u003c\/b\u003e 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 \u0026amp; Company. A frequent keynote speaker, Price has written numerous articles and white papers. \u003c\/p\u003e\u003cp\u003e\u003cb\u003eDavid Jaffe\u003c\/b\u003e is consulting director of Australia's leading customer experience improvement company and helps major corporations improve the service and sales that they deliver.\u003c\/p\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 336\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 1.15 x 9.36 x 6.26 IN\u003c\/div\u003e\n            \u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e March 01, 2008\u003c\/div\u003e\n            ","brand":"BooksCloud","offers":[{"title":"Default Title","offer_id":45343529238630,"sku":"9780470189085","price":40.28,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0599\/7255\/0758\/files\/NEh1RWxXeDFMVDB0cTFuL0ZXb09GZz09.webp?v=1774929001","url":"https:\/\/infinitylightwa.com\/products\/the-best-service-is-no-service-how-to-liberate-your-customers-from-customer-service-keep-them-happy-and-control-costs-hardcover","provider":"Infinity Light","version":"1.0","type":"link"}