Achieving Excellence Through Customer Service

Author: John Tschohl, Steve Franzmeier
List Price: $22.95
Our Price: Click to see the latest and low price
ISBN: 013005125X
Publisher: Prentice Hall Trade (April, 1991)
Sales Rank: 2,206,452
Average Customer Rating: 5 out of 5

Customer Reviews

Rating: 5 out of 5
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!

Rating: 5 out of 5
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.

Rating: 5 out of 5
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.

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