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 book, 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 these seven principles
to deliver the best service that 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.
