Tag: John Tschohl
Using A Customer’s Name Adds A Personal Touch To Your Business’s Services
John Tschohl of the Service Quality Institute says only a handful of U.S. companies understand the power of calling customers by name. Three that...
Features Of A Relentless Service Culture Plan
John Tschohl of the Service Quality Institute discusses what it takes to write a ‘relentless’ customer service plan.
One of the major weaknesses of most...
The Upside To Customer Complaints
According to John Tschohl from the Service Quality Institute, when customers complain, they are giving you an opportunity to do better, and to be...
Assess And Critique Your Employees On A Regular Basis
According to John Tschohl from the Service Quality Institute, an important part of coaching includes reviewing your employees’ performance.
In order to do this,...
The Value Of Employee Empowerment
According to John Tschohl from the Service Quality Institute, most executives and managers are afraid to empower their employees. They don’t trust employees, and...
Steps To Effectively Handle Angry Customers
Customers' patronage, and their money, become even more important when you realise that it will cost you 10 times more to attract new customers...
Nine Ways A Company Can Maintain Staff Morale
John Tschohl, president and founder of the Service Quality Institute, discusses the steps to retain current employees and attract new ones.
Train them
Give your employees...
Speed Is A Critical Element Of Customer Service
John Tschohl, president and founder of the Service Quality Institute, writes that speed matters, and there are several reasons for that. We live in...
Create An Ideal Service Culture In Nine Steps
In order to distinguish you and your business from your competitors, John Tschohl, president and founder of the Service Quality Institute said it is...
Sustaining Performance And Offering Great Customer Service During A Crisis
John Tschohl of the Service Quality Institute says that many people respond to a crisis by being overwhelmed by stress, which turns to fear....