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Listen "The Best Service Is No Service Audiobook by Bill Price, David Jaffe"
Episode Synopsis
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Title: The Best Service Is No Service
Subtitle: How to Liberate Your Customers from Customer Service
Author: Bill Price, David Jaffe
Narrator: Jim Bond
Format: Abridged
Length: 10 hrs and 12 mins
Language: English
Release date: 04-29-08
Publisher: Brilliance Audio
Ratings: 4 of 5 out of 28 votes
Genres: Business, Career Skills
Publisher's Summary:
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 audiobook, 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 seven principles to deliver the best service - which ultimately leads to "no service":
Critic Reviews:
"The Best Service Is No Service presents great new ideas about how to make service work for the company and the customer." (Sheryl Sandberg, Vice President of Online Sales and Operations, Google)
"This book is compulsory reading for executives, customer service managers, and decision makers." (Bert Quintana, former Vice President, Dell International Services)
Title: The Best Service Is No Service
Subtitle: How to Liberate Your Customers from Customer Service
Author: Bill Price, David Jaffe
Narrator: Jim Bond
Format: Abridged
Length: 10 hrs and 12 mins
Language: English
Release date: 04-29-08
Publisher: Brilliance Audio
Ratings: 4 of 5 out of 28 votes
Genres: Business, Career Skills
Publisher's Summary:
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 audiobook, 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 seven principles to deliver the best service - which ultimately leads to "no service":
Critic Reviews:
"The Best Service Is No Service presents great new ideas about how to make service work for the company and the customer." (Sheryl Sandberg, Vice President of Online Sales and Operations, Google)
"This book is compulsory reading for executives, customer service managers, and decision makers." (Bert Quintana, former Vice President, Dell International Services)
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