Book Description
How to eliminate the need for service
Most customer service managers have it wrong, because they gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. The authors offer a new, game-changing approach, showing how managers are using the wrong metrics. 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. Companies need to treat service as a data point of dysfunction and figure out how to eliminate the demand. Although self-service is often a tech-heavy and software-driven effort, the authors emphasize that no technology is needed to adopt a "no service" mindset--and any manager who tries to ferret out dysfunctional contacts between customer and company can create better, self-correcting systems.
Most customer service managers have it wrong, because they gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. The authors offer a new, game-changing approach, showing how managers are using the wrong metrics. 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. Companies need to treat service as a data point of dysfunction and figure out how to eliminate the demand. Although self-service is often a tech-heavy and software-driven effort, the authors emphasize that no technology is needed to adopt a "no service" mindset--and any manager who tries to ferret out dysfunctional contacts between customer and company can create better, self-correcting systems.
Bill Price (Bellevue, WA) is President of Driva Solutions, a consultancy whose clients include Apple, Dell, Hyatt, Microsoft, and TiVo. Prior to founding Driva, Bill was Amazon.com's first vice president of Global Customer Service. David Jaffe (Australia) is Consulting Director of Limebridge Australia where he helps banks, insurance companies, and utilities improve service and sales.
