{"product_id":"book-ap4t","title":"The Best Service Is No Service","description":"\u003cp\u003eMost 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?\u003c\/p\u003e\u003cp\u003eIn this groundbreaking book, Bill Price and David Jaffe offer a 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”:\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eEliminate dumb contacts\u003c\/li\u003e\n\u003cli\u003eCreate engaging self-service\u003c\/li\u003e\n\u003cli\u003eBe proactive\u003c\/li\u003e\n\u003cli\u003eMake it easy to contact your company\u003c\/li\u003e\n\u003cli\u003eOwn the actions across the company\u003c\/li\u003e\n\u003cli\u003eListen and act\u003c\/li\u003e\n\u003cli\u003eDeliver great service experiences\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eWhile 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.\u003c\/p\u003e","brand":"Brilliance Audio","offers":[{"title":"Audiobook","offer_id":49393518149936,"sku":"BDap4t","price":42.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0879\/2784\/9264\/files\/202858-ap4t-Square.jpg?v=1735349796","url":"https:\/\/downpour.com\/products\/book-ap4t","provider":"Downpour","version":"1.0","type":"link"}