The Best Service is No Service

Program Highlights

The percentage of companies that think they provide superb customer service - 79%.
The percentage of consumers who think they received poor customer service - 59%
There is something wrong here!

Bill Price, who was the first vice president of customer service for Amazon.com, thinks that the effort and costs associated with providing customer service may not be worth it. And that perhaps companies should question the requirement for customer service in the first place. After all, much of customer service today is devoted to resolving disputes and mistakes.

Bill provides examples from his experiences with MCI and Amazon and, in addition, companies such as Toyota who engineer out the requirement for customer service. He sets out guidelines for the provision of customer service and notes that where there is no service there is little need for technology - any manager can do what is necessary to implement the service options that are most important to customers. There are ways, he suggests, to make the best service no service.

Before Driva Solutions and LimeBridge, Bill Price was first global vice president of customer service for Amazon.com. Bill started his career with McKinsey and was then COO at early IVR service bureau ACP, which MCI acquired. He graduated from Dartmouth College and the Stanford Graduate School of Business.

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52 Minutes (2008) DVD/VHS - # 68-1 - $95.00

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