The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
- Downloads：7051
- Type：Epub+TxT+PDF+Mobi
- Create Date：2021-04-23 14:56:03
- Update Date：2025-09-06
- Status：finish
- Author：Bill Price
- ISBN：0470189088
- Environment：PC/Android/iPhone/iPad/Kindle
- Download
Summary
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
Reviews
Chris
，
Interesting and some valid points。
Julio Lopes
，
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！
Larisa
，
I wish every manager has read this book and followed the advice。
Mike Hales
，
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 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 operative， manager， Ceo or cmo。Fantastic book。 。。。more
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。 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。 。。。more
Derek
，
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。 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。 。。。more
Horacio
，
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。
Jeffasmith1
，
Some good ideas some ideas opposite to what you may commonly think。
Jen
，
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。 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。 。。。more
Paul
，
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 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 side， they show how outdated and frustrating practices decrease satisfaction。 Those companies that have done well have all made themselves easy to reach using as many channels as possible。 Additionally， they have adopted cultures that embrace the ideal that the customer experience is the responsibility of everyone in the company。There were a number of very quotable passages in the book。 Some of my favorites include:"The first challenge in trying to achieve Best Service is convincing the company that it's possible and worthwhile。[Yet，] despite our efforts to achieve Best Service， no company will ever get there。" "The most radical and far-reaching solutions often need rethinking of processes and deep questioning of the status quo-and these are hard。""Many service departments are so busy fighting fires-trying to hire enough people to get the work done or dealing with the next product or system launch- that there appears to be no time to stand back and ask why this activity exists today。 The answer to that problem is that you need to make time。"I'm looking forward to discussing the book's ideas with colleagues to see how we can implement them。 。。。more
Jorie
，
Very interesting read with insights and real company examples of what works and what doesn't。 Very interesting read with insights and real company examples of what works and what doesn't。 。。。more
Daniel
，
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 company5） Own the actions across the company6） Listen and act7） 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 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 company5） Own the actions across the company6） Listen and act7） 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 wrong metrics） c） Companies are stuck thinking that faster is more efficient 。。。more
Debashis Sarkar
，
Captivating and challenges traditional thinking
Joel
，