"Customer loyalty is earned or lost everyday. Outstanding customer service is no longer an option in today's competitive marketplace. Live the lessons of John Tschohl's book before your competition does."
David F. Dyer
President and CEO-Land's End
Tschohl's book is even more of a must read now that it has been updated to address the dramatic changes in customers' expectations, behaviors and channel use in the past three years!"
VICE CHAIRMAN TARP WORLDWIDE
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
From the Author
This is the 9th Edition with 2013 updated financial information on the world's service leaders. Achieving Excellence provides the plan on how you can move forward on building a service strategy in your organization. Every top executive who is serious about growing a business around a customer experience should read this book.
There is ONLY ONE THING that motivates CEO's to focus on customer service. Money. This book will show the financial payoff from driving a service strategy in addition to helping you learn how to implement a strategy built around superior customer service. Good service is nice but it will not get you into the game or help you keep customers. In today's competitive environment you must provide awesome service every day by every single employee. NO exceptions.
Many consider this book the bible of customer service. It is comprehensive and will provide you the fuel to make it happen in your organization.