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

John Tschohl

Hardcover

ISBN 10: 0963626868 ISBN 13: 9780963626868

Publisher: Best Sellers Publishing, 2001

Synopsis

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.

About this title

About the Author

John Tschohl, Internationally Recognized Service Strategist, is a best selling author of 5 books on customer service. Tschohl has been talking about his topic longer than anyone in the world. He is a service strategist and President of Service Quality Institute, the Global Leader in Customer Service. 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 30 years ago, he is the recognized authority on the subject. His message has been clear, The single reason any company is in business is to create overhappy customers. His concept is based on common sense built around his 38 years in speaking, designing training programs and developing a customer driven workforce. John has been featured on major television shows from Good Morning America, CNBC and PBS to USA Today s cover story, newspapers, radio stations, and magazines from almost every corner of the world. John s technology and books have been translated into 11 languages, represented in over 40 countries. Currently, John Tschohl is working on his forthcoming book, Empowerment: A Way of Life. His most exciting project to date, Tschohl has incorporated a lifetime of helping employees and organizations worldwide reach their highest possible achievement, the overhappy customer.

From the Back Cover

John Tschohl, an international management consultant and speaker, has been at the forefront of customer service for the past 20 years. He is the founder and president of the Service Quality Institute (SQI) in Minneapolis, Minnesota, the global leader in customer service, and has been described by TIME and Entrepreneur magazines as a "customer service guru."

SQI has representatives in more than 35 countries and materials printed in 10 languages. Millions of people have heard John's presentations, read his books, or participated in customer service training programs. On an almost weekly basis, he is written about or quoted in the media in some corner of the world.

John also is the author of three other books on customer service: Achieving Excellence Through Customer Service, written for executives, managers, and leaders who want to drive and implement a customer service culture; Ca$hing In, a powerful book for service leaders who want to make more money get promoted and love their jobs; and The Customer is Boss, for people who want to learn how to receive better service and how to handle inferior service.

There is not denying it: e-commerce has changed the way we do business. Recognizing the power and challenges of providing exceptional e-service, John continues to share his insights and expertise on customer service to business leaders throughout the world.

From the Inside Flap

E-Commerce is big business-and getting bigger every day.

By 2002, experts predict, 490 million people throughout the world will have Internet access.

By 2004, Web spending is expected to hit $184 billion.

How can you get in on that action?

John Tschohl tells you how in e-Service.

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 the 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.

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-driving.

Tschohl tells you, in an easy-to-read format, how e-service-speed, technology, and price built around service-can form a winning combinations that will drive your business forward.

e-Service is one book you don't want to ignore.

Edition details

• Publisher: Best Sellers Publishing
• Publication date: 2001
• Language: English
• ISBN 10: 0963626868
• ISBN 13: 9780963626868
• Binding: Hardcover
• Illustrator: Vicky Stavig
• Edition number: 1
• Number of pages: 199
• Editor: Vicky Stavig