The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs (Abridged)

Most 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?

In this groundbreaking book, Bill Price and David Jaffe offer a game-changing approach, showing how managers are taking the wrong path and are usin...