The Best Service is No Service
Is your call centre playing with the wrong deck of cards?
In this groundbreaking book, Budd’s colleagues in the US and Australia, 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.
Read on to find out how you can get your hands on a copy…
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 out 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
Indispensable to both managers and leaders of organisations, The Best Service Is No Service redefines traditional notions of service and success.
This book has been written by Bill Price is president of Driva Solutions, the North American arm of LimeBridge, a customer service consultancy whose clients include Dell, Hyatt, McDonald’s, Microsoft, and TiVo. David Jaffe is consulting director of Australia’s leading customer experience improvement company and helps major corporations improve the service and sales that they deliver.
If you would like to review a copy of this book for Call Centre Helper, then please drop a line to:
Please note copies are limited, so requests will be dealt with on a first come, first served basis.
