By Bill Price The Best Service is No Service | Bill Price

Summary of: By Bill Price The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happ (1st Edition)
By: Bill Price


In the age of rapid design and technological advancements, customer service remains an area that often falls behind, leaving many companies struggling to adapt. ‘The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy?’ by Bill Price delves into the common misconceptions that businesses have about customer service, such as believing that customers want relationships with companies. The book shares unique, actionable insights on transforming your approach to customer service, featuring real-life examples of successful companies like Amazon, eBay, and first direct. By following these seven principles and practical steps, your business will be able to offer a seamless customer experience that reduces the need for support interactions and proactively addresses problems.

The Importance of Customer Service

With the rapid evolution of design and technology, companies struggle to keep up with customer service demands. Unfortunately, many executives view customer service as an unpleasant burden, resulting in flawed practices that ultimately drive customers away. The key to effective customer service is understanding that customers don’t necessarily want a relationship with companies, but rather products and services that function seamlessly. By properly heeding customer feedback, companies can predict potential problems and prevent customer dissatisfaction. Amazon serves as an excellent example of how to deliver transparent and effective customer service. Overall, companies need to prioritize customer service as a valuable aspect of their business, rather than an afterthought. By following seven principles, companies can strive for perfect customer service that doesn’t require customer interaction.

Reducing Customer Service Demand

Most companies are misplacing their efforts when it comes to meeting customer service demands. Instead of focusing on improving their products and services, companies are trying to manage the overwhelming number of service requests. However, none of the techniques used for handling the increasing service demand are effective over the long or medium term. The key to controlling a customer’s demand for follow-up service is to eliminate product problems at the source. Companies must reduce or meet their current customer service demand, but not increase it or make their service less effective. To accomplish this, companies should focus on four steps: understanding the reasons for customer service demands, establishing a closed-loop system, simplifying or improving their service, and teaching customer contact channels to eliminate repeats.

The Art of Self-Service

Companies that provide high-quality self-service have seen its benefits. However, many firms fail to offer self-service that engages customers. The three deadly sins of self-service are limited choice, poor usability design, and channel disintegration. These sins can reduce customer satisfaction and increase dissatisfaction. The best companies let their customers control self-service and make sure all self-service options are easy to use. They also fully integrate staffed services with self-service. Amazon, eBay and the UK’s first direct sales site all have successfully adopted these policies. Companies need to avoid the self-service sins to make their services amenable to a wide audience.

Proactive Communication Builds Customer Loyalty

Companies can boost customer loyalty by proactively providing important information. This creates a positive image of the company and prevents unnecessary customer service calls. By providing updates and campaigns to retain customers, companies can improve the customer experience and save money. Amazon is an example of a company that excels in proactive communication. They send order and shipping confirmations. Companies should be alert for triggers, such as product recalls or installation dates, and transmit updates directly to customers. Being proactive builds strong ties with customers and helps businesses thrive.

Customer Communication for Better Business

Companies should be attentive to customer communication channels and cater to their needs to improve business operations.

Customers are often deterred from contacting a company due to difficult communication channels set up by the company. This not only causes frustration but also deprives businesses of obtaining valuable customer information. To make it easier for clients to contact firms, companies must ensure that all possible communication channels are functional and customer-friendly. They should also align all communication channels, provide numerous options for connecting, and eliminate any associated costs for customer service provision.

Moreover, companies should align their services to meet their customers’ needs and preferences by making critical assistance readily available to them. To achieve this, firms need to invest in understanding client preferences and devise strategies to cater to those needs. By following these steps, companies can build stronger relationships with their clients, advance their knowledge of their customers’ needs and wants, and improve overall business performance.

Want to read the full book summary?

Leave a Reply

Your email address will not be published. Required fields are marked *

Fill out this field
Fill out this field
Please enter a valid email address.
You need to agree with the terms to proceed