"The Best Service is No Service" is authored by Bill Price, former Global VP of Customer Service at Amazon. He wrote the book to encourage companies to challenge the demand for support, rather than just coping. By finding, flagging, and fixing "dumb contacts," companies can have more fruitful conversations with their customers, increasing loyalty. Lots of practical frameworks in this one, including the Value-Irritant matrix: Top 5 in my list of customer support books, one of the greats. More here: https://www.helpscout.net/blog/c...