Achieving Excellence Through Customer Service

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Best Sellers Publishing, Dec 1, 1996 - Business & Economics - 362 pages
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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 impressions made by all employees upon the organisation's customers. This book is written for managers -- for senior and middle managers who influence the service quality of a company by deciding what employees who deal directly with customers will do, how they will do it, and, initially, whether they will do it at all. They tell employees what is expected of them in terms of customer service; and they evaluate and report to them their service performance.
 

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Contents

How to Get There
81
LET ME INTRODUCE YOU TO YOUR
111
DONT HIRE EMPLOYEES WHO HATE
135
CARROTS ARE MOTIVATIONAL FOR
158
Culture and Consensus in Service
243
TURNING YOUR BUSINESS INTO A
258
How to Keep
280
A COMPLAINT IS AN
295
CUSTOMER SERVICE PROS ARE MADE
321
INDEX
356
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About the author (1996)

John Tschohl grew up in a small town in Minnesota. His father died when he was seven and his mother raised him. He was the last of seven children. As a child, his mother had very little money. She stayed at home to raise John and his other young brother. John credits his mother with his success because she believes in him and always told him he would be successful. He went to the University of St. Thomas and became very active in politics. He launched the Coalition for Lowering the Voting Age which represented over 50,000 college students. He was successful in getting the legislature and Governor to sign a bill into law lowering the voting age from 21 to 19.His first job after graduating from college was working for the Minnesota Taxpayers Association where he out produced his boss 10 to 1 in sales. In 1972 he started his own business, John Tschohl & Associates, and bought a franchise for Success Motivation Institute and Leadership Motivation Institute.John grew up poor but wanted to be successful. He dreamed of being a millionaire. In 1972 his net worth was $2270 and by age 30 he reached a net worth of $1 million. Each year he tries to invest 80% of his income. In 1977, John wrote his first two programs, "Better Than Money" and "How to Score Through Stroking". They were audiocassette programs designed to teach managers and salespeople how to use recognition to motivate employees and increase sales. In 1979, John determined that customer service was very weak in the United States. He saw firms spending a fortune on marketing and then figuratively issued baseball bats to the employees to hit the customer on the head as they walked in the door. John thought that if you're treating the customers like kings and queens they would, in turn, give you a great deal of business. "Feelings" was developed, field tested, and then released in January 1980. It was the world's first customer service program. At that time, very few firms were interested in developing their front line employees. All training dollars were spent on senior management and no consulting firms were willing to talk about the total workforce, which was beneath them.John created many versions of Feelings and millions of people across the world used it to improve their customer service. In 1990, he changed the company name to Service Quality Institute. John started to develop other programs and then made an acquisition of the Advance Management Group. In 2004, he developed a 3-year service culture plan which is now over 60% of revenue.He has aggressively nurtured international business and at this time 90% of revenue comes from other parts of the world. This diversification has made his company immune to the recent recession and allowed him to spend aggressively on product development. He is a visionary and his company is the Global Leader in Customer Service. Service Quality Institute is the only firm in the world that solely focuses on customer service. John is the Internationally Recognized Service Strategist and regularly appears in the media and is interviewed almost every week in one part of the world or another. John Tschohl is the author of seven best-selling books, which are available in a wide variety of languages. Empowerment: A Way of Life. Achieving Excellence Through Customer Service now in its 8th version. Ca$hing In: How to Make More Money, Get a Promotion and Love your Job; The Customer is Boss; e:Service, Loyal for Life, and his latest book and training program, Moving Up.He is very active outside of his business. He has been involved in politics for over 40 years. He was Finance Chairman for 18 years for Congressman Bill Frenzel. He has raised money for most Governor, Senator and US Congressional candidates over the last 40 years. Since 1970 John has been investing thousands of dollars in himself. He reads at least one personal development book a month and has done this for the last 43 years. He taught himself how to sell and believes anyone can reach their dreams if they build themselves from within.Tschohl is dynamic, hard hitting, and inspirational. His books are especially recognized and highly esteemed by senior executives as the most powerful must-reads in organizational growth through service strategy. As the creator of the world's first customer service training program over 33 years ago, he is the recognized authority on the subject.

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