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

by Tschohl, John

• ISBN13: 9780963626882
• ISBN10: 0963626884
• Edition: 1st
• Format: Paperback
• Copyright: 2005-09-01
• Publisher: Best Sellers Pub

Summary

Loyal for Life- is an easy to read 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, however is what separates successful costumer service driven organizations from the rest of the pack." (Loyal for Life, J. Tschohl) Loyal for Life will stretch the reader's concept of service recovery, empowerment, and customer service to a whole new level.

Author Biography

John Tschohl is founder and president of Service Quality Institute, the global leader in customer service. John has authored five books on customer service and over fifty customer service training programs and is a sought-after speaker on service strategy, service recovery, e-service and customer care. Tschohl is called the ôguru of customer serviceö by Time and Entrepreneur magazines.

Table of Contents

SERVICE RECOVERY BOOK
What is Service Recovery?	1	(10)
From Hell to Heaven	11	(4)
Service Strategy	15	(12)
Word-of-Mouth Advertising	27	(6)
Training is Critical	33	(10)
Empowerment	43	(10)
Kiss Restrictive Policies Goodbye	53	(10)
Moving Heaven and Earth	63	(6)
Is the Customer Always Right?	69	(6)
Service Recovery Examples	75	(22)
Service Recovery Policies and Procedures	97	(10)
Worksheet For Your Firm	107