In 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 need 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. "The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs" outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts; Create engaging self-service; Be proactive; Make it easy to contact your company; Own the actions across the company; Listen and act; Deliver great service experiences.

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