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Books

Excellence in customer service requires a continued dedication to learning new and innovative interpersonal communication, customer service and leadership skills and staying informed of the developments and best practices of industry leaders. Continue to grow in your knowledge after completing the Service Quality Institute's Certification Courses with a full range of titles by acclaimed customer service expert John Tschohl.

A recognized authority in his field for over 40 years, John Tschol's communication and renowned service extends well beyond the United States, with his works having been translated into 11 languages across 40 countries. Through his partnership with the Service Quality Institute, John Tschohl's library is now available in print, audio and eBook at a discounted rate in order to empower our certified customer service experts to continue cultivating our tradition of excellence long after the seminars. Find the title best suited to your specific needs and concerns as a customer service representative or team leader.

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  1. Empowerment: A Way of Life

    Empowerment: A Way of Life by John Tschohl

    Empowerment: A Way of Life, focuses on the idea that fulfilled, empowered employees lead to satisfied customers.

    Guarantee

    100% Money Back Guarantee

    We believe in our products, and you will too! Every program you purchase at Service Quality Institute comes with our Lifetime Satisfaction Guarantee. Train your workforce with our programs, and if for any reason you are not completely satisfied, return the materials for a full refund. No time restrictions.

    Learn More
    $19.95
  2. Achieving Excellence Through Customer Service 10th Edition (Download)

    Achieving Excellence Through Customer Service 10th Edition (Download)

    10th Edition!
    All the financial information has been updated with 2014 information. Very current information on the service strategy on how to drive a service culture with role models from across the world.

    Achieving Excellence Through Customer Service reveals how to make exceptional customer service not merely a slogan but a central focus of management strategy.

    Learn More
    $9.99
  3. ПЕРВОКЛАССНЫЙ СЕРВИС КАК КОНКУРЕНТНОЕ ПРЕИМУЩЕСТВО

    ПЕРВОКЛАССНЫЙ СЕРВИС КАК КОНКУРЕНТНОЕ ПРЕИМУЩЕСТВО

    Джон Шоул, гуру в области сервиса, делится лучшими практиками в  области построения сервисной клиентоориентированной компании будущего. Эта книга  — подарок для всех, Learn More
    $11.00
  4. Moving Up

    Moving Up

    Employees who succeed get ahead by doing more, and working creatively—being extraordinary by being faster, more remarkable and more human.

    Guarantee

    100% Money Back Guarantee

    We believe in our products, and you will too! Every program you purchase at Service Quality Institute comes with our Lifetime Satisfaction Guarantee. Train your workforce with our programs, and if for any reason you are not completely satisfied, return the materials for a full refund. No time restrictions.

    Learn More
    $19.95
  5. Moving Up (Download)

    Moving Up (Download)

    Employees who succeed get ahead by doing more, and working creatively—being extraordinary by being faster, more remarkable and more human.

    Guarantee

    100% Money Back Guarantee

    We believe in our products, and you will too! Every program you purchase at Service Quality Institute comes with our Lifetime Satisfaction Guarantee. Train your workforce with our programs, and if for any reason you are not completely satisfied, return the materials for a full refund. No time restrictions.

    Learn More
    $9.99
  6. Achieving Excellence Through Customer Service by John Tschohl

    Achieving Excellence Through Customer Service by John Tschohl

    10th Edition!
    All the financial information has been updated with 2014 information. Very current information on the service strategy on how to drive a service culture with role models from across the world.

    Achieving Excellence Through Customer Service reveals how to make exceptional customer service not merely a slogan but a central focus of management strategy.

    Guarantee

    100% Money Back Guarantee

    We believe in our products, and you will too! Every program you purchase at Service Quality Institute comes with our Lifetime Satisfaction Guarantee. Train your workforce with our programs, and if for any reason you are not completely satisfied, return the materials for a full refund. No time restrictions.

    Learn More
    $19.95
  7. Cashing In

    Cashing In

    Cashing In teaches service providers how to believe in themselves, visualize success, capatalize on opportunities for promotion, become enthusiastic members of any team, establish well-defined objectives to achieve gratifying goals, and create strategies for accomplishment and recognition.

    Guarantee

    100% Money Back Guarantee

    We believe in our products, and you will too! Every program you purchase at Service Quality Institute comes with our Lifetime Satisfaction Guarantee. Train your workforce with our programs, and if for any reason you are not completely satisfied, return the materials for a full refund. No time restrictions.

    Learn More
    $14.95
  8. e-Service

    e-Service by John Tschohl

    Speed, Technology and Price Built Around Service, the first customer service book of it's kind published on e-service.

    Guarantee

    100% Money Back Guarantee

    We believe in our products, and you will too! Every program you purchase at Service Quality Institute comes with our Lifetime Satisfaction Guarantee. Train your workforce with our programs, and if for any reason you are not completely satisfied, return the materials for a full refund. No time restrictions.

    Learn More
    $19.95
  9. The Customer is Boss

    The Customer is Boss by John Tschohl

    The Customer Is Boss provides consumers with tips for obtaining exceptional service in terms of promptness, courtesy, convenience, product knowledge, and a service person's ability to actually solve a problem.

    Guarantee

    100% Money Back Guarantee

    We believe in our products, and you will too! Every program you purchase at Service Quality Institute comes with our Lifetime Satisfaction Guarantee. Train your workforce with our programs, and if for any reason you are not completely satisfied, return the materials for a full refund. No time restrictions.

    Learn More
    $19.95
  10. Loyal for Life (Book)

    Loyal for Life

    Teaches you how to take an unhappy customer, from hell to heaven, in 60 seconds or less.

    Guarantee

    100% Money Back Guarantee

    We believe in our products, and you will too! Every program you purchase at Service Quality Institute comes with our Lifetime Satisfaction Guarantee. Train your workforce with our programs, and if for any reason you are not completely satisfied, return the materials for a full refund. No time restrictions.

    Learn More
    $14.95
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