The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Most 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? 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 While 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.

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By Chris · ★☆☆☆☆ · May 22, 2014
I listened to the audio book and the narrator was awful. The only narrator I have ever heard that has makes voice inflections in monotone. The choice for this narrator was a bad one. The book is about ensuring that your customers don't need to contact your customer service group by getting things... ...more
By Derek (The United States) · ★★★★☆ · November 07, 2014
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
By Joel (Boulder, CO) · ★★★★★ · July 11, 2008
The most sound approach to customer service - stopping the demand and surprising users by using proactive communications. Well thought out examples of improving the user experience, mostly examples of Amazon, and their successes with customer service. ...more
By Jorie · ★★★★☆ · August 06, 2010
Very interesting read with insights and real company examples of what works and what doesn't. ...more
By Jeffasmith1 (The United States) · ★★★★☆ · May 17, 2014
Some good ideas some ideas opposite to what you may commonly think. ...more
By Debashis (Mumbai, India) · ★★★★☆ · April 18, 2009
Captivating and challenges traditional thinking ...more