Summary of The Best Service is No Service
Copyright © 2008 Jossey-Bass, an imprint of John Wiley & Sons
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Many companies handle customer service exactly backward. They obsess about creating elaborate service experiences for their customers, when their primary goal, instead, should be making the customer service experience moot. Customer service gurus Bill Price and David Jaffe explain how companies should organize themselves in such a way that customers do not feel any need to contact them for assistance, and they explain how to handle clients’ concerns when they do need help. In addition to providing a clear, working plan and outstanding advice, the book offers a bonus: wonderfully entertaining cartoons that bring the main points to life. These lessons offer worthy guidance to everyone in business, not just customer service personnel. getAbstract recommends Price and Jaffe’s book to owners of businesses large or small, directors of customer service, students of business, and, especially, to start-ups and those trying to revive going concerns.
In this summary, you will learn
- How customer service functions today,
- What traits mark superior customer service and
- What benefits your organization will realize from implementing the seven principles of superb customer service.
About the Authors
Bill Price, president of Driva Solutions, a customer service consultancy, is the former global customer service vice president at Amazon. David Jaffe is a services and sales expert.
Comment on this summary
2 years agoOverall nice pointers to use. Some good tips.
4 years agoSome good advice even if it's still a basic observation. I have appreciated the part about what a CS have to do and mustn't do (do not be the front line of all calls for example)