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.
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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.
John Tschohl grew up in a small town in Minnesota. His father died when he was seven and his mother raised him. He was the last of seven children. As a child, his mother had very little money. She stayed at home to raise John and his other young brother. John credits his mother with his success because she believes in him and always told him he would be successful. He went to the University of St. Thomas and became very active in politics. He launched the Coalition for Lowering the Voting Age which represented over 50,000 college students. He was successful in getting the legislature and Governor to sign a bill into law lowering the voting age from 21 to 19. His first job after graduating from college was working for the Minnesota Taxpayers Association where he out produced his boss 10 to 1 in sales. In 1972 he started his own business, John Tschohl & Associates, and bought a franchise for Success Motivation Institute and Leadership Motivation Institute. John grew up poor but wanted to be successful. He dreamed of being a millionaire. In 1972 his net worth was $2270 and by age 30 he reached a net worth of $1 million. Each year he tries to invest 80% of his income.
In 1977, John wrote his first two programs, "Better Than Money" and "How to Score Through Stroking". They were audiocassette programs designed to teach managers and salespeople how to use recognition to motivate employees and increase sales. In 1979, John determined that customer service was very weak in the United States. He saw firms spending a fortune on marketing and then figuratively issued baseball bats to the employees to hit the customer on the head as they walked in the door. John thought that if you're treating the customers like kings and queens they would, in turn, give you a great deal of business. "Feelings" was developed, field tested, and then released in January 1980. It was the world's first customer service program. At that time, very few firms were interested in developing their front line employees. All training dollars were spent on senior management and no consulting firms were willing to talk about the total workforce, which was beneath them. John created many versions of Feelings and millions of people across the world used it to improve their customer service. In 1990, he changed the company name to Service Quality Institute. John started to develop other programs and then made an acquisition of the Advance Management Group. In 2004, he developed a 3-year service culture plan which is now over 60% of revenue. He has aggressively nurtured international business and at this time 90% of revenue comes from other parts of the world. This diversification has made his company immune to the recent recession and allowed him to spend aggressively on product development. He is a visionary and his company is the Global Leader in Customer Service. Service Quality Institute is the only firm in the world that solely focuses on customer service. John is the Internationally Recognized Service Strategist and regularly appears in the media and is interviewed almost every week in one part of the world or another. John Tschohl is the author of seven best-selling books, which are available in a wide variety of languages. Empowerment: A Way of Life. Achieving Excellence Through Customer Service now in its 8th version. Ca$hing In: How to Make More Money, Get a Promotion and Love your Job; The Customer is Boss; e:Service, Loyal for Life, and his latest book and training program, Moving Up. He is very active outside of his business. He has been involved in politics for over 40 years. He was Finance Chairman for 18 years for Congressman Bill Frenzel. He has raised money for most Governor, Senator and US Congressional candidates over the last 40 years. Since 1970 John has been investing thousands of dollars in himself. He reads at least one personal development book a month and has done this for the last 43 years. He taught himself how to sell and believes anyone can reach their dreams if they build themselves from within.
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 33 years ago, he is the recognized authority on the subject.
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.
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!
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.
