Price and Jaffe assert that Customer Service is only needed when a company does something wrong, and that eliminating the need for Service is the Best way to satisfy customers.
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.
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.
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.
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.
Price and Jaffe assert that Customer Service is only needed when a company does something wrong, and that eliminating the need for Service is the Best way to satisfy customers
