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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,
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,
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,
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.
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