{"product_id":"the-best-service-is-no-service-how-to-liberate-your-customers-from-customer-service-keep-them-happy-and-control-costs-9780470189085","title":"The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs","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\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003e\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.\u003cbr\u003e\u003c\/p\u003e","brand":"Jossey-Bass","offers":[{"title":"Default Title","offer_id":50460295299346,"sku":"9780470189085","price":23.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0831\/4771\/8930\/files\/img_95aeb049-a15f-46a6-be91-79a597a285dd.jpg?v=1730036094","url":"https:\/\/surprise-castle.myshopify.com\/products\/the-best-service-is-no-service-how-to-liberate-your-customers-from-customer-service-keep-them-happy-and-control-costs-9780470189085","provider":"Surprise Castle","version":"1.0","type":"link"}