Preview
  • 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
  • Narrated by: Jim Bond
  • Length: 10 hrs and 11 mins
  • 4.2 out of 5 stars (36 ratings)

Prime logo Prime members: New to Audible?
Get 2 free audiobooks during trial.
Pick 1 audiobook a month from our unmatched collection.
Listen all you want to thousands of included audiobooks, Originals, and podcasts.
Access exclusive sales and deals.
Premium Plus auto-renews for $14.95/mo after 30 days. Cancel anytime.

The Best Service Is No Service

By: Bill Price, David Jaffe
Narrated by: Jim Bond
Try for $0.00

$14.95/month after 30 days. Cancel anytime.

Buy for $25.00

Buy for $25.00

Pay using card ending in
By confirming your purchase, you agree to Audible's Conditions of Use and Amazon's Privacy Notice. Taxes where applicable.

Publisher's summary

Here's 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 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":

  • 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.
  • ©2008 Bill Price (P)2008 Brilliance Audio
    activate_Holiday_promo_in_buybox_DT_T2

    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)

    What listeners say about The Best Service Is No Service

    Average customer ratings
    Overall
    • 4 out of 5 stars
    • 5 Stars
      19
    • 4 Stars
      10
    • 3 Stars
      3
    • 2 Stars
      2
    • 1 Stars
      2
    Performance
    • 4 out of 5 stars
    • 5 Stars
      12
    • 4 Stars
      5
    • 3 Stars
      0
    • 2 Stars
      1
    • 1 Stars
      2
    Story
    • 4 out of 5 stars
    • 5 Stars
      11
    • 4 Stars
      5
    • 3 Stars
      0
    • 2 Stars
      2
    • 1 Stars
      1

    Reviews - Please select the tabs below to change the source of reviews.

    Sort by:
    Filter by:
    • Overall
      1 out of 5 stars

    Needs Editing

    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.

    Something went wrong. Please try again in a few minutes.

    You voted on this review!

    You reported this review!

    1 person found this helpful