Bill Price and David Jaffe
The Best Service is No Service
How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
Jossey-Bass, 2008
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Give your customers great experiences, and you won’t need to worry about customer service.
Recommendation
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.
Summary
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.
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