NO Customer Service = The BEST Customer Experience (Shep Hyken Interview with Mason Duchatschek)

Jeff Bezos once asked Bill Price, Amazon’s first Senior VP of Global Customer Service, what the best customer service looks like.

His answer? NO customer service.

Not because customers don’t matter—but because the experience should be so seamless that they never need to call for help.

In this episode of The Mason Duchatschek Show, Shep Hyken, a world-class customer service expert and best-selling author, explains why eliminating customer frustration should be the real goal of every business.

If you want to improve customer experience, reduce complaints, and create effortless interactions, this conversation is for you.

Key Takeaways

✅ The best customer service is no service. Make your product or service so easy to use that customers don’t need support.
✅ Eliminate customer frustration. Businesses should focus on removing pain points instead of just fixing them.
✅ Automation should enhance—not replace—customer service. Use technology to simplify interactions, not create barriers.
✅ Friction drives customers away. If your process is complicated, they’ll find someone else who makes it easier.

Listen to the Full Conversation

🎙 Podcast Episode:

👉 https://shows.acast.com/themasonduchatschekshow/episodes/your-call-is-not-important-to-us-and-other-customer-service-

📺 Full Video on YouTube:

👉 https://www.youtube.com/watch?v=U3bFRLQqIZQ

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Subscribe now & discover the world of Workforce Alchemy. Visit our website & take the challenge! Mason Duchatschek is an Amazon.com #1 bestselling author of numerous books, and his ideas have been featured in Selling Power, Entrepreneur, and the New York Times.

There is a way to make every employee more valuable. People shouldn't dread coming to work. Companies shouldn't lose great employees or settle for good when great is possible.

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Topics include ways to:

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Prevent workplace drama, conflict, and violence
Reduce labor costs
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Improve engagement
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Use pre-employment assessment tests (psychometric tests)

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About Our Company

Alchemy was the medieval forerunner of chemistry, based on the supposed transformation of matter. It was concerned with attempts to convert base metals (like lead) into gold. WORKFORCE ALCHEMY is kind of like that, except with people and businesses.

We provide various skill, attitude, and personality-based psychometric assessment tools and training to help employers with employee selection, engagement, and retention.

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