1. Reflections from a patient perspective: implications after Francis Sally Brearley

2. Disclaimer All comments are mine, mine, mine!! However, they may be borrowed free-of-charge, at your own risk, for up to 2 weeks.

3. Any society that needs disclaimers...

4. ... has too many lawyers

5. The “wake up in the morning” test Do customers wake up in the morning wanting to contact your company for help, or do they wake up simply wanting to use your goods and services? Do we really need to answer this question?

6. Unfortunately...

7. ... yes, we do

8. Unfortunately...... a whole industry has grown up claiming that customers want “relationships” with companies. We agree that customers want and need to work with companies to obtain goods and services that let them achieve their goals. However, this is not the same as customers wanting to have a relationship with the company’s customer service department.

9. Slides 5 to 8 from: The Best Service is No Service: how to liberate your customers from customer service, keep them happy and control costs. Bill Price and David Jaffe. 2008. (Jossey-Bass, San Francisco)