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

4.01  ·  Rating details ·  133 ratings  ·  13 reviews
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, co ...more
Hardcover, 312 pages
Published March 1st 2008 by Jossey-Bass
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Average rating 4.01  · 
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 ·  133 ratings  ·  13 reviews

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Alaeddin Hallak
Lots of great advice for improving customer service or company's services in general. I listened to the audio version but I feel like I must go back read the ebook version to make sure I grasp the entire content.
Julio Lopes
Oct 04, 2020 rated it it was amazing
I wish I had read this book much earlier. So many things that I tried to reinvent the wheel in my career and in the end got to the same conclusions of the authors. If you just started picking up on growth of your support team in your company this book holds quite a lot of the secrets to deal with it!
Mike Hales
Sep 29, 2018 rated it it was amazing  ·  review of another edition
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
Mar 19, 2020 rated it really liked it
Shelves: non-fiction
I wish every manager has read this book and followed the advice.
Aug 26, 2011 rated it really liked it
In this book, the authors make the case that providing enough self-help tools to your customers and removing the root causes for why they contact support in the first place will decrease the need for service; hence the full title of the book. They also press the idea that traditional service metrics and methodologies are tired and don't meet the needs of customers.

The book provides a number of examples of companies that have done well, and not so well, in providing Best Service. On the negative
Sep 15, 2009 rated it it was amazing
Shelves: work
7 principles:

Challenge customer Demand for service Instead of coping with it
1) Eliminate Dumb Contacts
2) Create Engaging Self-service
3) Be proactive

4) Make it really easy to contact your company
5) Own the actions across the company
6) Listen and act
7) Deliver great service experiences
a) Companies are stuck with service expectations that have forgotten who the customer is
b) Companies are stuck obsessing about Speed, Not Quality, as an overall measure of Service (If so, they have the wron
Apr 17, 2013 rated it it was ok
This should have been subtitled, "Bill Price's ode to his work at Amazon". There were about 3 great concepts in the book. There was not 200+ plus pages worth of material. I got so sick of the references to things they'd already said or previewing things they were about to say. This was a frustrating read.
Aug 01, 2014 rated it liked it  ·  review of another edition
Shelves: kindle, ops
Me costó terminarlo porque después del comienzo inspirador, se pone bastante repetitivo y tedioso. En resumen, el mejor servicio es cuando no es necesario contactar al servicio al cliente. Hace mucho sentido y se ofrecen algunas herramientas para acercarse a este ideal.
Nov 07, 2014 rated it really liked it
Shelves: audio-libby, business
Could have been 1/2 the length, but the insights are invaluable. Definite reference for ideas and solid foundation for implementation. Great insight to Amazon because, heck, I'm the same never-call-them kinda guy that's happy as can be.
May 05, 2008 rated it it was amazing
Recommends it for: OSO
Recommended to Joel by: Lenette
The most sound approach to customer service - stopping the demand and surprising users by using proactive communications. Well thought out examples of improving the user experience, mostly examples of Amazon, and their successes with customer service.
Aug 06, 2010 rated it really liked it
Very interesting read with insights and real company examples of what works and what doesn't.
Debashis Sarkar
Jul 20, 2008 rated it really liked it
Captivating and challenges traditional thinking
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Dec 27, 2013 rated it really liked it
Some good ideas some ideas opposite to what you may commonly think.
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