Achieving Excellence Through Customer Service

by John Tschohl

Book Overview

This book givers you detailed step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organisation derives from... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 013005125X
• ISBN13: 9780130051257
• Release Date: January 1991
• Publisher: Prentice Hall
• Length: 736 Pages
• Weight: 2.84 lbs.
• Dimensions: 1.0" x 7.2" x 9.6"

Customer Reviews

It offers an excellent startegic plan to improve businesses

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!

A Big Business Weapon

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.

CUSTOMERS FOREVER

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.

The BEST book of its kind

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.

Full of practical examples to direct employees & employers.

Every employer and employee wants to provide exceptional service to one another and to outside customers. Tschohl insists that providing excellent customer service can be done if it is a part of the everyday operation and supported by the CEO. If the CEO doesn't show respect and concern for his or her employees, then employees aren't going to show concern for the paying customer. Tschohl provides examples from many different industries to make this a book that anyone in any type of business can learn something from. This book makes you feel good about the prospects for a customer-friendly marketplace, but a bit frustrated that shops and businesses seem to ignore basic social principles outlined so clearly in this book.