The Best Service is No Service

In this groundbreaking book, Bill Price and David Jaffe offer anew, game-changing approach, showing how managers are taking thewrong path and are using the wrong metrics to measure customerservice. Customer service, they assert, is only needed when acompany does something wrong--eliminating the need forservice is the best way to satisfy customers. To be successful,companies need to treat service as a data point of dysfunction andfigure what they need to do to eliminate the demand. The BestServi ...