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Jossey-Bass

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

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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 contactsCreate engaging self-serviceBe proactiveMake it easy to contact your companyOwn the actions across the companyListen and actDeliver great service experiences Read more

Publisher ‏ : ‎ Jossey-Bass; 1st edition (March 10, 2008)


Language ‏ : ‎ English


Hardcover ‏ : ‎ 336 pages


ISBN-10 ‏ : ‎ 0470189088


ISBN-13 ‏ : ‎ 85


Item Weight ‏ : ‎ 2.31 pounds


Dimensions ‏ : ‎ 6 x 0.95 x 9 inches


Best Sellers Rank: #608,504 in Books (See Top 100 in Books) #378 in Customer Relations (Books) #1,619 in Business & Finance


#378 in Customer Relations (Books):


#1,619 in Business & Finance:


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If you place your order now, the estimated arrival date for this product is: Saturday, Jun 7

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Top Amazon Reviews

    • Incredible book!
I love this book! It provides clear, practical and useful insights, ideas and methods for improving both business operations and the customer experience. I have referring to this book in my own work ever since I read it. You wont find any rocket surgery techniques in here however, this is a lot of good business sense types of ideas but so well described that you can build your own plans while reading this book. I highly recommend this book to every customer service and customer experience professional as a must-read. ... show more
Reviewed in the United States on August 2, 2020 by Jeff Sheehan
    • Simple and logical
The worst part of this book are the surveys at the end of each chapter. You find yourself nodding and taking notes throughout the chapter then you take the survey and realize that your company is just like one of those cited examples of customer service failure. A great read and worth a second or even third read to review your services against those examples, collect that data and plan those changes. Practical examples and methodologies, a must read if you're a customer service operative, manager, Ceo or cmo. Fantastic book. ... show more
Reviewed in the United States on September 30, 2018 by Mike Hales
    • Interesting
This was an interesting and informative book. It is definately a different way to look at how a manager should run their call center. The -1 star part is that it is BORING! For those who have a hard time going to sleep at night, start reading about 1 hour before bed time. Works everytime! I would suggest seeing one of the authors workshops on his book, the book makes more sense afterward. ... show more
Reviewed in the United States on February 20, 2009 by Koury Ramey
    • Practical, Easy To Read, You Won’t Be Disappointed
If you’re looking for a thorough crash course in CX or if you’re an entrepreneur looking to revamp your service practices, let’s just say you’ve found the right book. The authors somehow crafted a thoughtful business textbook in a conversational style. It’s an easy read, great for referencing, and chocked full of case studies, statistics, and quick bits you can start using today. All of the bases are covered here from service principles to call center team organization, even working with the c-suite to promote customer centricity. What’s not to love? You won’t be disappointed. ... show more
Reviewed in the United States on May 19, 2018 by KH
    • Should be compulsory for everyone who has customers
Interesting and informative book, which shows in a concise way how companies should organise themselves so that customer feedback becomes live R&D, eliminating the reason for contacts and feedback in the first place. The book is so motivating, it almost made me want to change my career to customer service management. It should in fact be compulsory reading for anyone who has ended in that profession. ... show more
Reviewed in the United States on September 11, 2010 by finla
    • Must read for any customer service professional
For anyone in the customer service business, this is a MUST READ book. I found myself constantly highlighting throughout the book with all the rich insights and refreshing points of view. If more companies followed the principles in this book, I have no doubt overall customer service ratings would be a lot higher than where it stands today. ... show more
Reviewed in the United States on October 20, 2010 by K. Wang
    • Best customer service likely starts with reading this book...
A most instructive and well thought through analysis of why so many companies fail to give excellent customer service, spend too much on customer service infrastructure and miss out on revenue opportunity. Even better, they provide a template to adopt to turn the situation around. Excellent insight and powerful examples borough out. ... show more
Reviewed in the United States on July 9, 2015 by P
    • Obviously, Duh!
I was required to read this book for a business class, simply put-I did not finish the book and still retained my A in the class. The highlighted information in the book is "common sense" (the author(s) even refer to it in the book as being such). They did not enlighten me with any new knowledge and I figure if someone is in a managment or ownership position already, if they do not possess these basic concepts, they should fire themselves. The main objective of the book that I gathered was being proactive, which I feel everyone should already know that preventative measures will always be the best to fixing problems before they are recognized as problems by others that later result in complaints and more work and headaches for everyone. ... show more
Reviewed in the United States on November 12, 2010 by Veilo

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