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

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The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
by Bill Price, David Jaffe
from Jossey-Bass

Customer Reviews:

• Avg. Customer Rating: 5.0 / 5.0

• A how-to guide for better customer service
  This is a tremendous book laying out a systematic approach for better customer service. Predicated on the idea that customers want your product to "just work" and that they DON'T want a "relationship" with you, it challenges many of the customer service practices in most companies. The authors lay out a process with a number of steps:
  - Challenge demand for service don't just cope with it. Act smarter so that the amount of support your customers need goes down
  - Eliminate "dumb" contacts and... more info

• Best How-To Book Ever on Earning Your Customers' Trust
  If you believe, as I do, that earning the trust of your customers is the most direct route to long-term success for a business, then this is the book for you. This is probably the single best "how to" book on earning customer trust that I've ever read - and I have read most of them, and written several of them myself, with my co-author and business partner Martha Rogers (our latest and greatest: Rules to Break and Laws to FollowRules to Break and Laws to Follow: How Your Business Can Beat the Crisis of... more info

• A marketing book regarding customer service that explains well the diagram included in the first chapter.
  
  I loved this book. It is well organized and written. It starts out with a diagram that represents a picture of how the best customer service is no (or little) customer service. And then it uses eight chapters of text to explain why the best service is no (or little) service. Each chapter ends with a good summary of what was covered in the chapter. And after each chapter summary there is a list of survey questions that help the reader apply what they have read to their real-world situation. Very well... more info

• Right on the Mark! Real World Examples with Real Solutions
  This isn't your typical customer service book nor one that is full of theories. The discussions stimulate ideas and teach how you can improve or enhance your own service and support offerings. Most of the companies referenced in the book are identified, making it even more relatable.
  The book is loaded with tools and techniques that can be used in your own business, no matter how small or large. Everything is clearly stated, organized so each chapter effectively ties to the next and is easily... more info

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