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Bill Price argues that companies should challenge the need, fundamentally, for customer service. This game-changing approach treats service as a data point of dysfunction since it is almost always needed either to x mistakes or to resolve customer confusion. Sharing examples from his experiences in the U.S. Navy and with MCI and Amazon, as well as those of Toyota, he emphasizes that no technology is necessary in order to adopt a "no service" mindset. Any manager can ferret out contacts between customer and company to create self-correcting systems, reduce demand, and leverage self-service options actually preferred by customers

Originally produced by Kantola Productions in 2007

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