The Best Service is No Service

In this groundbreaking book, Bill Price and David Jaffe offer anew, game-changing approach, showing how managers are taking thewrong path and are using the wrong metrics to measure customerservice. Customer service, they assert, is only needed when acompany does something wrong--eliminating the need forservice is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction andfigure what they need to do to eliminate the demand. The BestService Is No Service outlines these seven principles todeliver 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