Author: Biz India

Book Review: e-Service–Eat or Be Eaten–Speed, Technology, and Price Built Around Service

Author: John Tschohl Publisher:  Best Sellers Publishing – 199 pages (published in 2001) Book Review by: Sonu Chandiram Last year, 53.6 percent of the world’s population of 7.75 billion people had Internet access, according to the International Telecommunication Union. That amounts to more than 4.15 billion people. We expect that number to grow rapidly, and we believe that in the not-too- distant future, possibly nine of every 10 people on Earth will have such access. Total world gross domestic product or GDP was over $87 trillion in 2019, according to the International Monetary Fund. But GDP is a measure...

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

Author: John Tschohl Publisher:  Best Sellers Publishing – 219 pages Book Review by: Sonu Chandiram In the United States today, customers are empowered to receive good service from companies of various kinds with the powerful presence of social media. An email you sent, or a phone call you made for example, to an airline decrying that you missed a connecting flight because of its delayed arrival at a connecting airport, causing you to miss an important business meeting, may not result in any financial compensation from an airline that you are seeking. But imagine that that airline’s customer service...

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

Author: John Tschohl Publisher:  Best Sellers Publishing – 111 pages (published in 2005) Book Review by: Sonu Chandiram In the Acknowledgments section of this book, John Tschohl thanks two people (besides his family members who are mentioned in all the books reviewed here):  Hazel Brown, his administrative assistant who retired after working 29 years with him at the Service  Quality Institute, and Vicki Stavig, his publicist and writing assistant. I mention this because I believe it is extremely important to say ‘thank you’ privately and publicly, who help you in any setting. In today’s highly competitive business marketplace, it...

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Book Review: Achieving Excellence through Customer Service, 13th edition

Author: John Tschohl Publisher:  Best Sellers Publishing – 355 pages (published in 2019) Book Review by: Sonu Chandiram This is an extensive book on how customer service excellence can be attained, providing a broad discussion of the elements necessary to reach that pinnacle. This highly useful book is also unique for its being intensive, taking deep dives into how exactly each of these elements can be realized.  Below is a broad overview of the contents of this labor of love: Exceptional Service: The Secret Weapon: Make Money with Customer Service World Class Service Role Models: Modeling the Best In the Beginning...

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Book Review: Cashing In – Make More Money, Get a Promotion, Love Your Job

Author: John Tschohl Publisher:  Best Sellers Publishing – 187 pages (published in 1995, revised in 2010) Book Review by: Sonu Chandiram “I only wish I could get all 435 members of Congress to read this book and take it to heart,” writes Jim Romstad, former Member of Congress, in his Foreword to this book. In the Acknowledgments section of this book as well, John thanks his mother: “My mom Agnes Tschohl, who died at age 102, was more responsible for my success than anyone else. My father died when I was seven years old, and my mother raised me...

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