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Service Quality Institute
9201 E. Bloomington Freeway
Minneapolis, Minnesota 95420 USA
Phone: 952-884-3311
Fax: 952-884-8901
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John Tschohl - A Customer Service Strategist
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Free Chapter One Download!
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Loyal For Life
by John Tschohl
Ideal for every executive and professional that needs to master the skill of service recovery and empowerment.
Teaches you how to take an unhappy customer, from hell to heaven, in 60 seconds or less. When you or your
organization screw up how do you save the customer from defecting and get them to believe that you are the
greatest business in the world?
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FREE Chapter One Download!
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Achieving Excellence Through Customer Service
by John Tschohl
Customer service is the new standard by which consumers judge a business. Achieving Excellence Through
Customer Service reveals how to make exceptional customer service not merely a slogan by a central
focus of management strategy -- and not just for front-line service personnel but all employees, product designers to
delivery people. It provides a complete action plan -- including tested techniques and solutions from America's
top service-driven firms like Federal Express and Marriott -- to quickly implement this new key to sustained profits.
Includes all the ways to establish caring, dependable, and speedy service that bring customer back again and again.
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FREE Chapter One Download!
Introduction and Table of Contents (Microsoft Word)
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e-Service
by John Tschohl
From attracting employees who will drive your e-commerce business to
developing and implementing a service strategy, Tschohl shares valuable
insights that will put your company firmly on the road to success.
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 are planning to institute
a cyberspace operation, this is one book you don't want to miss.
Tschohl draws on his extenive 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.
The internet is growing faster than all the other technologies that have
preceded it. Depending on the level of service you provide with this
marvelous tool, the internet can send your sales skyrocketing--or
nose-diving.
Tschohl tells you, in an easy-to-read format, how e-service--speed,
technology and price build around service--can form a winning combination
that will drive your business forward.
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CA$HING IN:
Make More Money, Get a Promotion, Love Your Job
by John Tschohl
Somebody's going to get a promotion and it might as well be you! This first-of-its-kind book for service providers
is packed with valuable information in a clear-cut, hands-on format. Cashing In teaches service employees
how to believe in themselves, visualize success, capitalize on opportunities for promotion, become enthusiastic
members of any team, establish well-defined objective to achieve gratifying goals, and create strategies for
accomplishment and recognition. Over ninety percent of today's jobs are service-oriented. From front-line
employees to company presidents, almost everyone deals with customers. Service entrepreneur, John Tschohl,
reaches service professionals how to excel and be successful in the competitive service industry.
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The Customer Is Boss:
A Practical Guide for Getting What You Paid For and More
by John Tschohl
Customer service is becoming more important than products and prices. The Customer Is Boss provides
consumers with tips for obtaining exceptional service every time in terms of promptness, courtesy, convenience,
product knowledge, and a service person's ability top actually solve a problem for you. It lists specific steps
to both prevent bad service and change bad service to good service in a calm, reasoned, effective manner.
Tschohl's proven ideas and strategies will help consumers obtain the good customer service they deserve.
At the same time, they are helping to secure a consistent, higher level of customer service for all consumers.
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