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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

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3.99  ·  Rating details ·  92 Ratings  ·  10 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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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.
Paul
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
...more
Daniel
Sep 15, 2009 rated it it was amazing
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
...more
Jen
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.
Horacio
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.
Derek
Nov 07, 2014 rated it really liked it
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.
Joel
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.
Jorie
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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Jeffasmith1
Dec 27, 2013 rated it really liked it
Some good ideas some ideas opposite to what you may commonly think.
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“The most radical and far-reaching solutions often need rethinking of processes and deep questioning of the status quo-and these are hard.” 1 likes
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