John Tschohl[1] is President and founder of the Service Quality Institute, and has written several books on customer care. He was described by Time Magazine as a ‘customer service guru’, and has written several training programmes on the subject. In his ‘Personal Success Plan for Excellence in Customer Service’, which we review in this article, Tschohl demonstrates that excellence in customer service can be achieved by focusing on the personal performance of those providing the service.[2] His work is grounded in simplicity and common sense, values which he argues are often overlooked.
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