|
|
Achieving Excellence Through Customer Service (Paperback)
by John Tschohl , Vicky Stavig
| Category:
customer service |
| Market price: ¥ 170.00
MSL price:
¥ 138.00
[ Shop incentives ]
|
| Stock:
Pre-order item, lead time 3-7 weeks upon payment [ COD term does not apply to pre-order items ] |
MSL rating:
 Good for Gifts |
| If you want us to help you with the right titles you're looking for, or to make reading recommendations based on your needs, please contact our consultants. |
Detail |
Author |
Description |
Excerpt |
Reviews |
|
|
|
Author: John Tschohl , Vicky Stavig
Publisher: Bestsellers Publishing; Fifth edition
Pub. in: April, 2008
ISBN: 0963626841
Pages: 362
Measurements: 9 x 6 x 0.8 inches
Origin of product: USA
Order code: BA01578
Other information: ISBN-13: 978-0963626844
|
|
Rate this product:
|
|
- MSL Picks -
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.
(From quoting a guest reviewer, USA)
|
|
John Tschohl, an international management consultant and speaker, has been at the forefront of customer service for the past 36 years. He is the founder and president of Service Quality Institute (SQI) in Minneapolis, Minnesota, the global leader in customer service. SQI has representatives in more then 40 countries and materials printed in 10 languages. Millions of people have heard John s presentations, read his books, or participated in his customer service training programs. Tschohl has been described by Time and Entrepreneur Magazines as a customer service guru. John is also the author of four other books on customer service: E-Service, Ca$hing In, Customer is Boss and Loyal For Life.
|
|
From publisher
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.
|
Darryl Hartley-Lenard(MSL quoted), USA
<2008-11-20 00:00>
Tschohl offers a unique perspective on the philosophy of providing quality customer service, along with realistic examples of proven techniques. |
Vernon Hill(MSL quoted), USA
<2008-11-20 00:00>
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. |
Frederick W. Smith(MSL quoted), USA
<2008-11-20 00:00>
A fascinating book on the importance of customer service. John Tschohl has important things to say about this critical success factor. |
From a guest reviewer(MSL quoted), USA
<2008-11-20 00:00>
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. |
|
|
|
|
