The Best Service Is No Service: How to Liberate Your Customers from Customer Ser

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><br><br><b>Author:</b> Bill Price<br><b>Publisher:</b> Jossey-Bass<br><b>Published:</b> 03/01/2008<br><b>Pages:</b> 336<br><b>Binding Type:</b> Hardcover<br><b>Weight:</b> 1.15lbs<br><b>Size:</b> 9.36h x 6.26w x 1.15d<br><b>ISBN:</b> 9780470189085<br><br><b>Review Citation(s): </b><br><i>Reference and Research Bk News</i> 11/01/2008 pg. 122<br><p><b>About the Author</b><br><b>Bill Price</b> is president of Driva Solutions, the North American arm of LimeBridge, a customer service consultancy whose clients include Dell, Hyatt, McDonald's, Microsoft, and TiVo. Prior to founding Driva Solutions, Bill