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John Tschohl, an international management consultant and speaker, has been at the forefront of customer service for the past 20 years. He is the founder and president of the Service Quality Institue (SQI) in Minneapolis, Minnesota, the global leader in customer service, and has been described by Time and Entrepreneur magazine as a "customer service guru."

From publisher


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 you re 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 s built around service can from a winning combination that will drive business forward. E-service is one book you done want to ignore.