The Customer is Boss reveals how you can obtain exceptional service in terms of promptness, courtesy, convenience, product knowledge, and a service person's ability to actually solve a problem for you. It provides specific steps you can take to both prevent bad service and change bad service to good service in a calm, reasoned, effective manner. The guidelines provided in John Tschohl's book show how to effectively challenge bad customer service and gain satisfaction in the dealings with service providers.

The Customer Is Boss: A Practical Guide for Getting What You Paid for and More

John Tschohl

Business & Money

Best Sellers Publishing

This fact-filled, powerful book by service industry entrepreneur and self-made success story John Tschohl will tell you everything you need to know. This first-of-its-kind book for the service industry professional is packed with valuable information in a clear-cut, hands-on format. You will quickly learn to: -Capitalize on opportunities for career advancements integrate self-improvement thinking with key service concepts Get the attitude through powerful affirmation techniques Establish well defined objectives for gratifying financial goals Gain responsive win-win relationships with your managers and customers Create strategies for accomplishment and recognition...and hundreds of other techniques so you too can CA$H IN and WIN.

Cashing in: Make More Money, Get a Promotion, Love Your Job

Self-Help

Success

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.

Achieving Excellence Through Customer Service

Processes & Infrastructure

Bestsellers Publishing

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 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 built around service--can form a winning combination that will drive business forward. e-Service is one book you don't want to ignore.

e-Service : Speed, Technology and Price Built Around Service

Loyal for Life is the service recovery bible. It teaches you how to take unhappy customers from hell to heaven in 60 seconds or less. Every company, –no matter how excellent their products or employees, –occasionally makes a mistake. How those companies and their employees respond to those mistakes is what separates successful costumer service driven organizations from the rest of the pack. Loyal for Life will stretch the reader’s concept of service recovery, empowerment, and customer service to a whole new level.

Loyal for Life: How to Take Unhappy Customers from Hell to Heaven in 60 Seconds or Less

Management & Leadership

This book will help organizations and individuals master the skills of empowerment so it becomes a Way of Life. Empowerment is the key to great service and critical to an organization s success. Rarely will you ever see an employee making an empowered decision to make a customer overhappy in order to keep them coming back. Most employees feel they will be fired if they make an empowered decision, yet all CEO s want their employees to make empowered decisions. This book will help everyone better understand how to use empowerment and why it is critical to your success. Empowerment is not just a set of rules: it s a way of life. A way of life everyone will love. Tips and strategies will help individuals and companies incorporate service into their daily lives and corporate structure. This information will help the reader be empowered or empower others to increase opportunities for success. The overall goal of the book is to help the reader see the advantage of empowerment in every aspect of their lives.

Empowerment: A Way Of Life

There is no shortage of great ides, but there is a shortage of people who believe in themselves. It is time to swim in the sea of opportunity. Organizations are scouring for 'rock star' employees. They want members on their team who are not afraid to share innovative ideas, who are not afraid to lead and map out their road to success. Gone are the days of blending into the background of an organization. In order to Move Up, you must stand out. It is time to climb beyond the heights others have reached. Circumstances will always stand in the way, but there is still time for you to fulfill your professional dreams and Move Up. Listen to your dreams. Your dreams for yourself and your family will feed your desire to succeed. Your success is not measured in terms of what you obtain, but in terms of what you become, how you live, and actions you do. Your passion should be as personal and unique as your fingerprint. No one can force passion on you. It's there, inside, just like your heartbeat. Moving Up will help you become indispensable and Move Up.

Moving Up

Industries

If you want your business to grow and succeed long-term, you've got to be a service leader. To do that, you've got to be "Relentless." "Relentless" has to be a lifetime commitment. Lots of companies talk about their focus on customer service. Most cant, or more likely, won't sustain it. For years, I've watched organizations spend millions on advertising to attract customers. But then, by neglecting a single core principle, they drive customers away. The problem is that, when it comes to customer service, very few CEOs, very few companies are "Relentless". Some focus on customer service for a month, a year; some for six years. Very few leaders are willing to be constantly, permanently focusing on customer service.A focus on customer service can't be an add-on. It can't be for a while. It can't be under one CEO and then forgotten with the next. It has to be part of the corporate culture and it can't be B.S. If you're going to be successful, you got to be "Relentless."Too often, the financial people take over. They're looking only at numbers. They don't care about the customer experience and customer service, so these disappear. Financial people are not relentless, and as a result their businesses fail to be a great as they could be. If your goal is to build a business around the customer experience, you've got to be "Relentless." "What does it take to be "Relentless?" The most important thing is that it has to be a strategy. If you miss the strategy point of view, then it's just a matter of money and there's no real commitment. You must have a strategic, relentless commitment to customer service. Period. Being "Relentless" is part of culture in all elite, exceptional organizations. "Relentless" means that you can never give up: you've got to constantly focus on it. "Relentless" has to be a passion. "Relentless" has to be a lifetime commitment.

Relentless

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Books by John Tschohl