I've been researching and speaking on customer service longer than anyone in the world. It has become clear that the most successful organizations globally, business, government,and non-profit, keep customer service at the center of their work. Those that are the most customer-service driven maintain that focus relentlessly. The biggest reason most are not customer-driven is that they are not willing or able to be relentless. Far more organizations could be much more successful if they had a relentless customer-service focus. If you want your organization 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 executives talk about their focus on customer service. Most can't, 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 their customers away.This book is written primarily for executives who set the tone and vision for their business, government, or not-for-profit organizations. Senior and middle managers who influence service quality can benefit from it, and entrepreneurs who want to grow a business by serving their customers. Relentless is intended for anyone who wants their organization to grow and prosper by putting their customers' needs at the forefront of their work.
After reading this book, you should clearly understand what it means and what it takes to be Relentless. And once you decide to commit to it, you'll be well-equipped to weave being Relentless into your life and your work.
What is Relentless?
Relentless is a book that obsesses with providing exceptional service to your customers, a propulsive, self-directed passion for continuous learning, improving, and exceeding expectations in everything you do. Much like breathing, it's essential to your being, and it never stops. A race without a finish line reflects people's core principles, beliefs, and attitudes within healthy and hugely successful businesses.
RULE NUMBER 1:Serve the customer.
RULE NUMBER 2: When in doubt, see rule number 1.
I truly believe that providing Relentless customer service will drive your organization to success. Being Relentless about customer service is the central strategy that gives all those other concerns the proper and profitable context. A Relentless leader recognizes that serving the customer above all things is the single foundational principle guaranteed to bring significant, sustainable, long-term value to an organization.
John Tschohl has been described by USA Today, Time and Entrepreneur as a Customer service guru . John is a professional speaker, trainer, and consultant. He has written eight books on customer service and designed more than 30 customer service training programs that have been used by organizations of all sizes and industries throughout the world.
John is the President and Founder of the Service Quality Institute, the global leader in building a customer culture and implementing innovative service strategies. John wrote the world's first customer service training program, Feelings and it was released in January 1980.
He is in over 40 countries and his books and customer service programs are in many languages. John is a self-made millionaire traveling and speaking more than 50 times each year. He is considered to be one of the foremost authorities on service strategy, success, empowerment and customer service in the world.
His best selling book is Achieving Excellence Through Customer Service which is in its 13th edition. Other popular titles are Empowerment: A Way of Life, Moving Up, Cashing In, Loyal for Life on Service Recovery, The Customer is Boss and e-Service.
