THE BEST SERVICE IS NO SERVICE How To Liberate Your Customers From Customer Service, Keep Them Happy & Control Costs

The authors address large companies and their service systems, but their discussion is equally relevant to start-up businesses. They make a convincing argument that any organization, commercial or governmental, can minimize negative customer contacts by doing the right thing to begin with. The core of the message is about foresight and empathy: Plan your business model carefully, be obsessive about the customer experience, and tackle problems proactively rather than waiting for complaints and customer defections. With the help of Jim Bond's steady pacing and reassuring tone, the audio will be especially valuable to Internet businesses and to entrepreneurs who have great ideas but lack the patience to perfect operational protocols. The focus on Internet feedback mechanisms and automated phone systems makes this a must-hear audio for the digital age. T.W. © AudioFile 2009, Portland, Maine [Published: DECEMBER 2009]