1st edition
John Tschohl
BEST SELLERS PUBLISHING
Minneapolis, Minnesota USA
Copyright © 2010 by John Tschohl. All rights reserved.
Published by Best Sellers Publishing, Minneapolis, Minnesota.
No part of this book may be used or reproduced in any manner or form without written permission from the publisher except in the case of brief quotations in articles and reviews. For information, address Best Sellers Publishing, 9201 East Bloomington Freeway, Minneapolis, Minnesota 55420, USA. Phone: (952) 888-7672 / Fax: (952) 884-8901, E-mail: [email protected], Web: www.BestSellersPublishing.com.
Library of Congress Cataloging-in-Publication Data:
Tschohl, John.
Empowerment: A Way of Life
p. cm.
Includes index.
ISBN 13: 978-0-98263690-9
ISBN 10: 0-98263690-3
1. Customer Service I. Title
HF54 15.5T83 2010 95-080722
658.8’12—de20 CIP
Printed in the United States of America.
Table of Contents
Chapter 2: So What is Empowerment?
Chapter 3: Empowerment at its Best
Chapter 4: Why Should I Care About Empowerment?
Chapter 5: Information Is the Key!
Chapter 6: It’s All About Trust!
Chapter 7: Give Me Some Feedback!
Chapter 8: A Little Help, Please!
Chapter 10: You Better Recognize!
Chapter 11: I’ve Got the Power!
Chapter 12: Let’s Not Get Abusive
Chapter 13: You’re Killing Me!
Chapter 14: What’s In It For Me?
Chapter 15: Making a Difference With Marketing
Chapter 16: Bend, Don’t Break!
Chapter 17: The Need For Speed!
Chapter 18: Is It Something I Said?
Chapter 21: Keep Them Coming Back
Chapter 22: Take My Word for It
Chapter 23: The Rules of Empowerment: Wait, You Mean There are Limits?
Chapter 24: Everyone Likes A Winner!
Acknowledgement
First and foremost I would like to thank my wife, Pat. She has tolerated my obsession with customer service for more than 30 years. For my children, Christina, a missionary in China, and Matthew, an entrepreneur in Colorado, my passion has been a mixed blessing. I’m proud to say that the upside is that they have learned to demand great service.
Sam Naheim and David Hahn were instrumental with their input in this book. Lauri Flaquer pushed me to make the book stronger and encouraged me to add more stories that demonstrate the power of empowerment.
Hannah Dorland and Jacob Yanish supported me through this process and offered valuable insights. My staff at Service Quality Institute help me on a daily basis in ways too numerous to mention. I appreciate your loyalty.
Finally, I would like to thank my grandson, William. You have given me reason to continue my commitment to customer service. I hope my efforts will culminate in universal empowerment and
