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March 31, 2008
"The best customer service is no service"
Via a tip from our vigilant friend Moe Levine, see in the Financial Times Alan Mitchell's review of the book The Best Service Is No Service, subtitled "How to liberate your customers from customer service, keep them happy, and control costs", by Bill Price and David Jaffe. Mitchell's review: If You Want to be Loved, Do it Right. Note that the book, which we haven't read, appears to focus more on customer service for products, services and product-service mixes--mobile phones, utilities, equipment, banks*, etc.--than on the delivery of consulting or professional services.
*Don't get us started on the client service cesspool of retail banking, in which basic fiduciary duties to bank customers are unkown to or routinely ignored by the cretins banks employ.
Posted by Holden Oliver at March 31, 2008 10:37 AM