e-Service : Speed, Technology and Price Built Around Service [Hardcover]

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

Book Description

ISBN-10: 0963626868 | ISBN-13: 978-0963626868 | Publication Date: May 20, 2001 | Edition: First

Loaded with facts, predictions, anecdotes, and role models, e-Service is a must-read for anyone in business. Whether you are currently selling products or services via the internet, or planning to institute a cyberspace operation, this is one book you don't want to miss. Tschohl draws on his extensive experience and expertise in customer service in sharing a wealth of information that will keep your customers returning to you and spending more money with you in the process. Tschohl tells you, in an easy-to-read format, how e-Service--speed, technology, and price built around service--can form a winning combination that will drive business forward. e-Service is one book you don't want to ignore.

Editorial Reviews

Review

John Tschohl is addressing the crucial emperor's clothes issues in e-commerce, getting at the heart of why so few of today s browsers turn into buyers and lighting the way for aspiring e-companies to make the web a truly effective sales channel. This is a must read for anyone who wants to profit from the web. --Vytas Kisieliu, President-Adeptra

e-Service highlights some profound challenges we face in the new economy, while offering a timeless solution that simply makes good sense. A must read for anyone looking to succeed in today's business world. --Ken Blanchard, Co-author of The One Minute Manager and Gung Ho

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

• Hardcover: 199 pages
• Publisher: Best Sellers Publishing; First edition (May 20, 2001)
• Language: English
• ISBN-10: 0963626868
• ISBN-13: 978-0963626868
• Product Dimensions: 9.3 x 6.3 x 0.8 inches
• Shipping Weight: 1.2 pounds (View shipping rates and policies)
• Average Customer Review: 4.8 out of 5 stars  See all reviews (4 customer reviews)
• Amazon Best Sellers Rank: #2,982,223 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

5.0 out of 5 stars "Stand Out From The Crowd With e-Service", March 3, 2001

By 

Loran Kaardal (Redwood Falls, Minnesota, USA) - See all my reviews

This review is from: e-Service : Speed, Technology and Price Built Around Service (Hardcover)

John Tschohl's book will challenge you to think about your business and what you have not been doing.

It will hit you over the head like a 2 x 4 and bring you to the realization that you literally have 1000's of competitors that may sell the same product,at the same price,or even for less, and the only thing that you have to differentiate is "your exceptional and noteable e-Service".

How's your "e-Service" doing? Is it costing you thousands of dollars of lost sales or is it a primary profit center?

This book will fill your mind with multiple ideas on how to make e-Service a trademark of your company that drives sales.

The book was very easy to read and follow. I enjoyed splitting it up over four days to give myself more time to absorb this powerful message of necessary change.

1 of 1 people found the following review helpful:

5.0 out of 5 stars Lets go gack to the basics: a powerful concept, May 8, 2001

By 

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

This review is from: e-Service : Speed, Technology and Price Built Around Service (Hardcover)

This book is about two things: 1) How to make money through a fanatic level of customer service; 2) How to use technology to get closer to the customer (instead of alienating people).

When organizations forget the reason because they exist (to create value for shareholders and customers), then they fail.

As I was reading this book, I could only wonder why so many companies have been so blind: when customers receive great, unbeliebable customer service, they buy more, they come back, and they talk about it.

John Tschohl teaches exactly HOW to build an organization in which everyone is involved in the commitment of making customers feel happy, so they make you more money. A fairly simple concept. But a powerful one.

0 of 1 people found the following review helpful:

4.0 out of 5 stars Solid and practical, April 13, 2001

By A Customer

This review is from: e-Service : Speed, Technology and Price Built Around Service (Hardcover)

E-Service is a practical and logical book. It will provide focus and meaningful direction for my team. The author's passion for superior customer service is driven throughout all of his books.