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Achieving Excellence Through Customer Service Paperback – April 20, 2008

4.8 out of 5 stars 17 customer reviews

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Editorial Reviews

Review

"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!"
JOHN GOODMAN
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.
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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: 1.4 pounds (View shipping rates and policies)
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (17 customer reviews)
  • Amazon Best Sellers Rank: #2,094,486 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

By A Customer on October 21, 1999
Format: 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.
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Format: 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.
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By A Customer on April 14, 2001
Format: 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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I know that I have always been in the customer service profession, regardless of what ever title at work I have held. John gives many examples of customer service, and along with his book Empowerment: A Way of Life, I believe that improving customer service can be attained by those that are serious about providing excellence to others. Also, in my opinion, when one delivers excellent customer service there is nothing but good relations that are made.
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I think I misunderstood who the target audience is for this book. It seemed geared for larger businesses and teaching how to motivate/teach customer service to its employees, not to the small business/sole proprietor business owner wanting to do a better job at customer service for itself. I kept trying to apply the principles but lost interest in the book.
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Format: Paperback
I love this book; It is easy to read, simple and contains valuable information and business development tools inside that REALLY helped me improve my business.
John opened my eyes about an essential concept: How to satisfy my customers. In addition, I used the action plan (offered in the book) in my business, and it worked!
This book is A SUCCESS!
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Format: Paperback
I have used John Tschohl's Books and Trainings in all my work when as Sales Manager
of the Top Furniture Store in the country, GABBERTS Furniture and Design, I led them from $12 Million in annual sales to over $20 Million in annual sales in just 3 Years, as well as I do currently in my own Business Consulting company. John's trainings are the "GO TO" source for the Unique fundamentals that experts rely on to provide the very BEST in customer service. If what you are looking for is "average" performance for your company, then skip this book. However, if You truly want to have that Unique "ONE-OF-A-KIND" performance model and step by step instruction that leads to the absolute TOP SUCCESS and ROI in your Business, you'll want to read, highlight, and implement each of John Tschohl's proven practices !
Matthew G. Sikich II
CEO & President
WorldwideDreambuilders.com
www.The5BuyingHabits.com
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Format: Paperback
Now more than ever Customer Service is what makes the difference between our choices as customers. Competition is so similar now, that details are what can make a customer come inside or leave your business. If you are have direct contact with customers, in person, over the phone or through the Web, you have to know the importance of Quality Customer Service to be successful in your organization and even in your own life. Being treated like King and Queens will attract customers more than all the marketing expenses you make to publish your product or service.
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