This book will help organizations and individuals master the skills of empowerment so it becomes a Way of Life. Empowerment is the key to great service and critical to an organization's success. Rarely will you ever see an employee making an empowered decision to make a customer overhappy in order to keep them coming back.Most employees feel they will be fired if they make an empowered decision, yet all CEO's want their employees to make empowered decisions. This book will help everyone better understand how to use empowerment and why it is critical to your success.Empowerment is not just a set of rules: it's a way of life. A way of life everyone will love.Tips and strategies will help individuals and companies incorporate service into their daily lives and corporate structure. This information will help the reader be empowered or empower others to increase opportunities for success.The overall goal of the book is to help the reader see the advantage of empowerment in every aspect of their lives.

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John Tschohl, called the "Guru of Customer Service" by USA Today, Time and Entrepreneur magazines, is a best selling author of 6 books and president of Service Quality Institute, the global leader in customer service. For the past 28 years he have solely focused on customer service. More than 90% of his business is international.John Tschohl, The Internationally Recognized Service Strategist, has been instructing and motivating employees, managers, supervisors and company CEO's for 38 years. Tschohl has been talking about his topic longer than anyone in the world.As one of the foremost authorities in motivation and motivational topics, John has received recognition and accolades from those whom have had the pleasure to hear him speak.For the last 28 years he has solely focused on helping organizations drive a service culture with his customer service seminars and develop a team of employees providing superior services.His message will help any company learn how to keep your customers in an era of global merciless change and reinvent your company at a level of processes, policies, attitudes and business philosophy in order to deliver unlimited value and extraordinary service. He will help companies to develop a detailed and aggressive strategy to keep their customers and prevent them from defecting to the competition.Featured in the media, from television shows including Good Morning America, CNBC and PBS to USA Today's cover story, newspapers, radio stations, and magazines, he has delivered his message to almost every corner of the world. John's technology and books have been translated into 11 languages, and are represented in over 40 countries.

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With 3 stores less than 1 hour outside the DC/Metropolitan area (1 in Gaithersburg, 1 in Frederick and 1 in Hagerstown, MD), we have the largest selection of books in the tri-state area. Wonder Book and Video has been in business since 1980 and online since 1997. We have over 1 Million books for sale on our website and another 1 Million books for sale in our 3 locations. Items on Abe are not necessarily in stock at our retail locations. Please do not call the stores to place orders for Abe Books sales. We have a very active online inventory and as such, we can receive multiple orders for the same item. We fill those orders on a first come first serve basis, but will refund promptly any items that are out of stock. Since 1980 it has always been about the books. ALL kinds of books from 95 cent children's paperbacks to five figure rare and collectibles. A merging of the old and new is where we started, and it is where we are today. Our retail stores have always been places where a reader can rush in looking for a title needed for a term paper that is due the next day, or where bibliophiles can get lost "in the stacks" for as long as they wish. In 2002 USAToday recognized us as "1 of 10 Great Old Bookstores", and we have been featured in numerous other newspaper and TV stories including Washington Post and CSpan. Members ABAA, ILAB.

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