{"product_id":"9780470189085","title":"The Best Service is No Service How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs","description":"\u003ch1\u003eThe Best Service is No Service\u003c\/h1\u003e\u003ch2\u003eHow to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs\u003c\/h2\u003e\u003ch3\u003eBill Price | David Jaffé\u003c\/h3\u003e\u003cdiv\u003e\u003cb\u003eBusiness \u0026amp; Economics \/ Customer Relations\u003c\/b\u003e\u003c\/div\u003e\u003cbr\u003e\u003cdiv\u003eIn 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 \u003ci\u003eneed\u003c\/i\u003e 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. \u003ci\u003eThe Best Service Is No Service\u003c\/i\u003e outlines these seven principles to deliver the best service that ultimately leads to \"no service\":  \u003cul\u003e \u003cli\u003eEliminate dumb contacts\u003c\/li\u003e \u003cli\u003eCreate engaging self-service\u003c\/li\u003e \u003cli\u003eBe proactive\u003c\/li\u003e \u003cli\u003eMake it easy to contact your company\u003c\/li\u003e \u003cli\u003eOwn the actions across the company\u003c\/li\u003e \u003cli\u003eListen and act\u003c\/li\u003e \u003cli\u003eDeliver great service experiences\u003c\/li\u003e \u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e  \u003cp\u003e\u003cb\u003eBill Price\u003c\/b\u003e 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. Prior to founding Driva Solutions, Bill was Amazon.com’s first vice president of Global Customer Service, a vice president at MCI, and a senior consultant with McKinsey \u0026amp; Company. A frequent keynote speaker, Price has written numerous articles and white papers.  \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eDavid Jaffe\u003c\/b\u003e is consulting director of Australia’s leading customer experience improvement company and helps major corporations improve the service and sales that they deliver. \u003c\/p\u003e\n\u003c\/div\u003e\u003cbr\u003e\u003ctable\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublication Date: \u003c\/td\u003e\n\u003ctd\u003e21 March 2008\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublisher: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eImprint: \u003c\/td\u003e\n\u003ctd\u003eJossey-Bass\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eISBN-13: \u003c\/td\u003e\n\u003ctd\u003e9780470189085\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eFormat: \u003c\/td\u003e\n\u003ctd\u003eHardback\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePage Count: \u003c\/td\u003e\n\u003ctd\u003e336\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eWeight (oz): \u003c\/td\u003e\n\u003ctd\u003e19.2\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/table\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":44310896214156,"sku":"9780470189085","price":28.8,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0710\/9545\/1788\/files\/9780470189085_d78147e5-0640-4b26-8760-efe3445833fa.jpg?v=1780106487","url":"https:\/\/lateknightbooks.com\/products\/9780470189085","provider":"Late Knight Books and Services, LLC","version":"1.0","type":"link"}