Achieving Excellence Through Customer Service [Paperback]

John Tschohl (Author), Vicky Stavig (Editor, Illustrator)

Book Description

ISBN-10: 0963626841 | ISBN-13: 978-0963626844 | Publication Date: April 20, 2008 | Edition: Fifth

A best selling book by John Tschohl. Proven techniques and hundreds of practical ideas that develop customer satisfaction and loyalty- two ingredients to increase profits. Service leaders and champions of service can use this book to drive a service culture. Entrepreneurs who want to grow their businesses through a service culture will find these ideas valuable. John Tschohl's revised soft cover book provides a complete action plan for making quality service the central focus of the management strategy. It has been called an encyclopedia of customer service strategies and experiences.

Editorial Reviews

Review

Tschohl offers a unique perspective on the philosophy of providing quality customer service, along with realistic examples of proven techniques. --Darryl Hartley-Lenard, Chairman- Hyatt Hotels Corp.

A fascinating book on the importance of customer service. John Tschohl has important things to say about this critical success factor. --Frederick W. Smith. Chairmen and C.E.O Federal Express

John Tschohl really gets it. He knows, and helps you learn, that great companies are created by creating great customer expectations. At Commerce, our goal is FANS NOT CUSTOMERS, and John can show you how to revolutionize your business. --Vernon Hill, Chairman of the Board Commerce Bank

About the Author

John Tschohl, Internationally Recognized Service Strategist, is a best selling author of 5 books on customer service. Tschohl has been talking about his topic longer than anyone in the world. He is a service strategist and President of Service Quality Institute, the Global Leader in Customer Service. Tschohl is dynamic, hard hitting, and inspirational. His books are especially recognized and highly esteemed by senior executives as the most powerful must-reads in organizational growth through service strategy. As the creator of the world s first customer service training program over 30 years ago, he is the recognized authority on the subject. His message has been clear, The single reason any company is in business is to create overhappy customers. His concept is based on common sense built around his 38 years in speaking, designing training programs and developing a customer driven workforce. John has been featured on major television shows from Good Morning America, CNBC and PBS to USA Today s cover story, newspapers, radio stations, and magazines from almost every corner of the world. John's technology and books have been translated into 11 languages, represented in over 40 countries. Currently, John Tschohl is working on his forthcoming book, Empowerment: A Way of Life. His most exciting project to date, Tschohl has incorporated a lifetime of helping employees and organizations worldwide reach their highest possible achievement, the overhappy customer.

Product Details

• Paperback: 362 pages
• Publisher: Bestsellers Publishing; Fifth edition (April 20, 2008)
• Language: English
• ISBN-10: 0963626841
• ISBN-13: 978-0963626844
• Product Dimensions: 9 x 6 x 0.8 inches
• Shipping Weight: 1 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (8 customer reviews)
• Amazon Best Sellers Rank: #286,146 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

17 of 18 people found the following review helpful:

5.0 out of 5 stars The BEST book of its kind, October 22, 1999

By A Customer

This review is from: Achieving Excellence Through Customer Service (Paperback)

This book is a real treasure of strategic insight on how to keep customers, gain market share and improve performance. John Tschohl is for sure the top authority in customer service in the country. The book is full of exciting examples, case studies and powerful tactics to make your customers very happy so you can keep them and attract more of their business. The section about measuring the cost of defections is alone worth thousands of times the cost of the book. Achieving Excellence Through Customer Service is a management workbook on customer service. I couldn't stop reading when I put my hands on it. I hope my competitors don't read this book.

3 of 3 people found the following review helpful:

5.0 out of 5 stars A Big Business Weapon, May 8, 2001

By 

Petrus Egeo (London, England) - See all my reviews

This review is from: Achieving Excellence Through Customer Service (Paperback)

I first read this great book in January 1999. Since then, I've made all colleagues across my organization go through it.

The book is a fresh bath of common sense. It combines advanced strategic thinking on how to turn your customers into (as some author says) "raving fans". It also covers hundreds of tactical ideas, from planning to implementation, from hiring the right people to managing the creation of a true customer-centered culture.

I'm not afraid to say this is the very best book on customer service I've read in my life. You can't go wrong with it. John Tschohl is, in fact, the customer service guru!

Just 3 words for you: buy it now.

3 of 3 people found the following review helpful:

5.0 out of 5 stars CUSTOMERS FOREVER, April 14, 2001

By A Customer

This review is from: Achieving Excellence Through Customer Service (Paperback)

I also had the privilege to attend a couple of years ago a full-day seminar with the author in Costa Rica. The seminar -sponsored by the Aymara Group-, was the best of the best. Using the ideas of this book (I strongly recommend chapter two: At The Beginning it Was... The Plan!) my firm has DOUBLED customer retention rates.

Tschohl's approaches service as a proffit-making tool. Chapter one includes a powerful and pragmatic system to measure what poor service is costing you. You won't believe it.

By all means, have your full executive team read this book.