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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":
"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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I struggled through less than half this book and then gave up. It is repetative and confusing. I think the overall concept in the book is good, and I like the subject, but I couldn't get through it.
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