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.
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This is the 10th Edition with 2014 updated financial information on the world's service leaders. Achieving Excellence provides the plan on how you can move forward on building a service strategy in your organization. Every top executive who is serious about growing a business around a customer experience should read this book.
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.
John Tschohl really gets it. He knows, and helps you learn, that great companies are created by creating great customer experiences. At Commerce, our goal is FANS NOT CUSTOMERS, and John can show you how to revolutionize your business." VERNON HILLFORMER CHAIRMAN OF THE BOARD-COMMERCE BANK and Founder and Chairman Metro Bank London"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."JOHN GOODMANVICE CHAIRMAN-TARP WORLDWIDE "Russian companies come to the understanding that quality customer service is slowly but surely becoming one of the main competitive advantages. This well written book by John Tschohl must become a Constitution for all top executives that strive for their customers' love."EVGENY CHICHVARKINFORMER CHAIRMAN OF THE BOARD OF DIRECTORS-EUROSET, RUSSIA"A fascinating book on the importance of customer service. John Tschohl has important things to say about the critical success factor."FREDERICK W. SMITHCHAIRMAN AND C.E.O.-FEDERAL EXPRESS"John Tschohl is an insightful guide on the business frontier. He surveys the landscape for key issues...then blazes a well defined path to customer satisfaction."DAVID GRAEBEL CHAIRMAN OF THE BOARD-GRAEBEL VAN LINES"Tschohl offers a unique perspective on the philosophy of providing quality customer service, along with realistic examples of proven techniques."DARRYL HARTLEY-LEONARDCHAIRMAN-HYATT HOTELS CORPORATIONJohn Tschohl is president and founder of Service Quality Institute, the global leader in customer service. Organizations of all sizes, it many different industries from across the world are using his innovative approach to driving a service culture and implementing a customer service strategy
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Descripción Bestsellers Publishing, 2014. Paperback. Estado de conservación: New. Vicky Stavig Ilustrador. book. Nº de ref. de la librería M0963626841
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