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Achieving Excellence Through Customer Service Paperback – April 20, 2008
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Customers Who Bought This Item Also Bought
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!"
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
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.
Top Customer Reviews
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.
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.
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!
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
Most Recent Customer Reviews
John Tschohl's Achieving Excellence Through Customer Service is a must read for any organization that is serious about excelling in the delivery of exemplary customer service to... Read morePublished on June 3, 2013 by TomRaffio
As relevant today as when first published in 1991, John Tschohl's 'Achieving Excellence Through Customer Service' outlines the many steps any business must take to continually... Read morePublished on June 2, 2013 by Brian Feary, Former HR Manager, Carters
This book has helped me to help, is direct, written in clear and true to the experiences gathered with a master to illustrate to companies that give assistance from my position as... Read morePublished on May 27, 2013 by Nelson A. Alfaro Cea
with so many people out there claiming to be customer service "gurus" it's hard to know where to turn. Read morePublished on December 12, 2012 by Jeff Davidson, author and speaker, Breathing Space Institute