The Best Service is No Service

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 <i>need</i> 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. <i>The Best Service Is No Service</i> outlines these seven principles to deliver the best service that ultimately leads to "no service": <ul> <li>Eliminate dumb contacts</li> <li>Create engaging self-service</li> <li>Be proactive</li> <li>Make it easy to contact your company</li> <li>Own the actions across the company</li> <li>Listen and act</li> <li>Deliver great service experiences</li> </ul>