e-Service: Speed, Technology & Price Built around servicE

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Author: John Tschohl
ISBN: 0-9636268-6-8
Price: $24.95 US /
$24.95 Canada

Speed, Technology and Price Built Around Service, the first customer service book of it's kind published on e-service. Available in hardcover and for downloading via the Internet. e-Service will explore speed, technology, and price built around service. Geographic boundaries are eliminated and business transactions are faster and more efficient then ever. It's eat or be eaten. The number of Internet users surpassed 1.4 billion as of March 2008- up from 45 million in 1995.

If you receive an e-mail, how long does it take for your organization to respond? 5 minutes, 5 days, or never? If you live in a developing country, are you responding to e-mails 24 hours a day, 7 days a week? While you are asleep your competition is raiding your best customers.

Customers love speed. That means they want you to be like Amazon. Net sales for the first quarter 2008 were $4.1 billion up 37 percent. Everything is handled in seconds or minutes. Technology means a customer can place orders 24 hours a day, online, anywhere in the world. GE and Costco do this for billions of dollars in sales. Think globally; make it easy and enjoyable for anyone to do business with you.

Price is critical in a globally competitive market.  How lean are you? How aggressive are you at eliminating waste? Do you have high performing employees or just untrained bodies? Everything must be built around service. Never forget that you are just one click away from being eliminated. It is eat or be eaten. John Tschohl, the world's best know customer service author will show you why speed is critical to your survival and how to change your organization into an e-Service driven firm.

Chapter 1 is available to download for free as a preview of this book.
Chapter1.doc or Chapter1.psd

This book is available in the following countries in different languages:

United States (English)
Best Sellers Publishing
9201 East Bloomington Freeway
Minneapolis, MN 55420
Phone: 952-888-7672
Fax: 952-884-8901
E-mail: Ainsley@bestsellerspublishing.com
Web page: www.bestsellerspublishing.com
Worldwide (Spanish)
Grupo Editorial Pax (Mexico)
Av. Cuauhtemoc N 1430
Col. Santa Cruz Atoyac
Mexico, 03310
Phone: 52-5-688-4828
Fax: 52-5-605-7600
E-mail: editorialpax@mexis.com
Finland (Finnish)
OY Rastor AB, Rastor Publications
Wavulinintie 3,
Helsinki SF- 00210
Phone: 358-9-615-181
Fax: 358-9-6151-8200
E-mail: rastor@rastor.fi
Web page: www.rastor.fi
Brazil & Portugal (Portugese)
São Paulo Matriz
Pearson Education do Brasil Ltda.
Rua Emílio Goeldi, 747 - Lapa
São Paulo - SP 05065-110
Tel.: (11) 3613-1222
Fax: (11) 3611-0851 / 3611-0444
E-mail: vendas@makron.com.br
Indonesia (Indonesian)
Center for Customer Satisfaction & Loyalty
Bapindo Plaza-Citibank Tower
10th Floor
Jl. jend Sudirman Kav 54-55
Jakarta, 12190
Phone: 011-6221-526-6077
Fax: 011-6221-526-0286
E-mail: ana@ccsl-customerscompany.com
China (Chinese)
Shanghai Foreign Service Co.,Ltd
Level 3
Furong Building
Phone: 8621-6276-5627
Fax: 8621-6227-3663
Email: chenyl@efesco.com