  The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
ISBN: 978-0-470-18908-5
Hardcover
336 pages
March 2008, Jossey-Bass
US $27.95
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"admirably straightforward book… refreshingly no-nonsense". (Financial Times , Thursday 27th March 2008)
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