Tag: John Tschohl

Using A Customers Name Adds A Personal Touch

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

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

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

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 Values Of Employee Empowerment

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

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

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

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

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

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....