The Best Service is No Service
The UK launch event for "The Best Service is No Service" is to be held at 5.30pm on Thursday 3rd April in central London. Get in touch if you would like to attend.
“A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues.”
Don Peppers and Martha Rogers, Ph.D. (Authors of Rules to Break and Laws to Follow)
"The Best Service presents great new ideas about how to make service work for the company and the customer. Customers are clamoring for self-service that answers all of their questions, and this important book shows companies how to achieve this level of customer satisfaction."
Sheryl Sandberg, Vice President of Global Online Sales and Operations, Google
“I recommend The Best Service is No Service to companies and their outsourcing partners alike – when customers don’t need to contact companies for help or information because everything is clear and works right, then everyone benefits. The “best service” principles also work across all countries and cultures, a new universal goal!”
Sanjeev Aggarwal, Managing Director, Helion Ventures Pvt Ltd (Gurgaon, India), Founder and former CEO of IBM Daksh
“Building “the best service is no service” also applies outside of corporations – universities and business schools can learn a lot from this book and its principles. I recommend this book to academic leaders for their schools and for their students to obtain first-hand lessons that really work!”
James Jiambalvo, Dean, Michael G. Foster School of Business and Kirby L. Cramer Chair of Business Administration
"The Best Service is compulsory reading for executives, customer service managers, and decision makers whose actions define a company's customer experience. Price and Jaffe point out areas where management’s mistakes or confusion can lead to unnecessary contacts and disoriented customers. You will find clear solutions and tips on how to achieve "no service" but also how to provide "awesome customer experiences".
Bert Quintana, Former Vice President, Dell International Services
“It makes a lot of sense to embrace the notion of Best Service. Not only can companies learn how to better listen to their customers, but they can also increase customer satisfaction by figuring out which customer interactions they and their customers want handled by a live person, and which ones should simply go away or be handled via self-service.”
Marc Singer, Director, McKinsey & Company
“Best Service gives the inside scoop on how to create a ‘no service needed’ company. Companies large and small need to make sure that their products work right in the first place, and that their self-service functions answer what customers want, while listening to the signals constantly streaming in from their customers.”
Jeff Bussgang, General Partner, IDG Ventures, Co-founder and former President and Chief Operating Officer of Upromise
“Customer Service experiences for customers are inconsistent at best. The key, as authors Price and Jaffe point out, is to eliminate the reasons and situations that prompt customers to contact you! Follow their advice and focus your efforts here, to make life easier for your customers, your customer service reps., and your bottom line.”
Jeanne Bliss, author, Chief Customer Officer, President, CustomerBLISS
“David and Bill have brought some insightful but common sense approaches to the area of customer service. Their book will be an invaluable guide to any company that has a significant volume of service interactions.”
Jane S. Hemstritch, Non-Executive Director, Commonwealth Bank of Australia and retired Managing Director, Accenture - Asia Pacific
“The Best Service ideas and principles on how customer service should work are valuable for any business. They challenge the way that many companies have dealt with customers in the past and show that there is a better way by eliminating defects or mistakes that constantly frustrate customers.” John Egan, Vice President, Lenovo Group (Shanghai)
“Bill Price is one of the world's foremost authorities on customer service, a critical factor in retaining customers and earning their loyalty. In The Best Service is No Service, you'll learn the secrets that he has garnered in two decades of real-world experience. Read it, put his advice to use, and your business will prosper.”
Bob Thompson, Founder and CEO, CustomerThink Corp.