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The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs, Library Edition
By Jim Bond (narrator), David Jaffe and Bill Price
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Jump down to see edition details for: CD/Spoken Word
Bibliographic Detail
Publisher Brilliance Audio Lib Edn
Publication date March 21, 2008
Binding CD/Spoken Word
Edition Abridged
Book category Adult Non-Fiction
ISBN-13 9781423360094
ISBN-10 1423360095
Dimensions 0.75 by 6.75 by 6.25 in.
Weight 0.65 lbs.
Availability§ Out of Print
Original list price $97.25
Other format details audio
§As reported by publisher
Summaries and Reviews
Amazon.com description: Product Description: Most 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? 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 While 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.

Editions
CD/Spoken Word
Book cover for 9781423360094 Book cover for 9781423360117
 
The price comparison is for this edition
With Jim Bond (other contributor) | Abridged edition from Brilliance Audio Lib Edn (March 21, 2008)
9781423360094 | details & prices | 6.75 × 6.25 × 0.75 in. | 0.65 lbs | List price $97.25
About: Most customer service operations have it wrong.
With Jim Bond (other contributor) | Mp3 edition from Brilliance Audio Lib Edn (March 21, 2008); titled "The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, & Control Costs, Library Edition"
9781423360117 | details & prices | 5.25 × 7.50 × 0.75 in. | 0.20 lbs | List price $39.25
About: Most customer service operations have it wrong.

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