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Saint Mary's University of Minnesota - Spring 2011 | ||
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 | The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs (1st Edition) by Bill Price, David Jaffe, Jaffe Price Hardcover, 336 Pages, Published 2008 ISBN-10: 0-470-18908-8 / 0470189088 ISBN-13: 978-0-470-18908-5 / 9780470189085 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 n | |