{"product_id":"the-best-service-is-no-service-isbn-9780470189085","title":"The Best Service is No Service","description":"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 \u003ci\u003eneed\u003c\/i\u003e 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. \u003ci\u003eThe Best Service Is No Service\u003c\/i\u003e outlines these seven principles to deliver the best service that ultimately leads to \"no service\":  \u003cul\u003e \u003cli\u003eEliminate dumb contacts\u003c\/li\u003e \u003cli\u003eCreate engaging self-service\u003c\/li\u003e \u003cli\u003eBe proactive\u003c\/li\u003e \u003cli\u003eMake it easy to contact your company\u003c\/li\u003e \u003cli\u003eOwn the actions across the company\u003c\/li\u003e \u003cli\u003eListen and act\u003c\/li\u003e \u003cli\u003eDeliver great service experiences\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eIntroduction: Why We Wrote This Book xi\u003c\/p\u003e \u003cp\u003e1 Challenge Customer Demand for Service: Instead of Coping with Demand 1\u003c\/p\u003e \u003cp\u003e2 Eliminate Dumb Contacts: Instead of Handling Them Again and Again 29\u003c\/p\u003e \u003cp\u003e3 Create Engaging Self-Service: Instead of Preventing Contact 65\u003c\/p\u003e \u003cp\u003e4 Be Proactive: Instead of Waiting to Respond 99\u003c\/p\u003e \u003cp\u003e5 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet 125\u003c\/p\u003e \u003cp\u003e6 Own the Actions Across the Organization: Instead of Blaming Customer Service 165\u003c\/p\u003e \u003cp\u003e7 Listen and Act: Instead of Letting Customer Insights Slip Away 203\u003c\/p\u003e \u003cp\u003e8 Deliver Great Service Experiences: How to Delight Customers with\u003c\/p\u003e \u003cp\u003eAwesome Support When They Need It 241\u003c\/p\u003e \u003cp\u003eAppendix A: Best Service Survey 277\u003c\/p\u003e \u003cp\u003eAppendix B: Glossary 287\u003c\/p\u003e \u003cp\u003eAppendix C: Bibliography 293\u003c\/p\u003e \u003cp\u003eNotes 299\u003c\/p\u003e \u003cp\u003eAcknowledgments 301\u003c\/p\u003e \u003cp\u003eAbout the Authors 305\u003c\/p\u003e \u003cp\u003eIndex 307\u003c\/p\u003e \"admirably straightforward book… refreshingly no-nonsense\". (\u003ci\u003eFinancial Times\u003c\/i\u003e , Thursday 27th March 2008)  \u003cp\u003e\u003cb\u003eBill Price\u003c\/b\u003e 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 was Amazon.com’s first vice president of Global Customer Service, a vice president at MCI, and a senior consultant with McKinsey \u0026amp; Company. A frequent keynote speaker, Price has written numerous articles and white papers.  \u003c\/p\u003e\u003cp\u003e\u003cb\u003eDavid Jaffe\u003c\/b\u003e is consulting director of Australia’s leading customer experience improvement company and helps major corporations improve the service and sales that they deliver.   \u003c\/p\u003e\u003cp\u003eMost customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a “relationship” with your company’s customer service department, or do they simply want to purchase your products or services so they can put them to use? \u003c\/p\u003e\u003cp\u003eIn 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 \u003ci\u003eneed\u003c\/i\u003e 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. \u003ci\u003eThe Best Service Is No Service\u003c\/i\u003e outlines these seven principles to deliver the best service that ultimately leads to “no service”:  \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003e\u003cb\u003eELIMINATE DUMB CONTACTS\u003c\/b\u003e\u003c\/li\u003e \u003cli\u003eCREATE ENGAGING SELF-SERVICE\u003c\/li\u003e \u003cli\u003eBE PROACTIVE\u003c\/li\u003e \u003cli\u003eMAKE IT EASY TO CONTACT YOUR COMPANY\u003c\/li\u003e \u003cli\u003eOWN THE ACTIONS ACROSS THE COMPANY\u003c\/li\u003e \u003cli\u003eLISTEN AND ACT\u003c\/li\u003e \u003cli\u003eDELIVER GREAT SERVICE EXPERIENCES\u003c\/li\u003e\n\u003c\/ul\u003e \u003cp\u003eWhile self-service and customer relationship management are often tech-heavy and software-driven efforts, Price and Jaffe emphasize that no technology is needed to adopt a “no service” mindset—and any manager who tries to ferret out dysfunctional contacts between customers and companies can create far better, self-correcting systems. \u003c\/p\u003e\u003cp\u003eIndispensable to both managers and leaders of organizations, \u003ci\u003eThe Best Service Is No Service\u003c\/i\u003e redefines traditional notions of service and success.\u003c\/p\u003e","brand":"Jossey-Bass","offers":[{"title":"Default Title","offer_id":47990166913253,"sku":"NP9780470189085","price":32.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780470189085.jpg?v=1761786760","url":"https:\/\/k12savings.com\/products\/the-best-service-is-no-service-isbn-9780470189085","provider":"K12savings","version":"1.0","type":"link"}