Tag: Service Quality Institute

A Step-By-Step Guide To Creating Service Culture

A Step-By-Step Guide To Creating Service Culture

John Tschohl of the Service Quality Institute outlines six steps to creating a service culture, and discusses five critical elements for excellent service. Most companies...
Service Recovery Is Key

Service Recovery Is Key

According to John Tschohl of the Service Quality Institute, when things do go wrong, it is how you recover and delight the customer that...

Show Sincere Interest In Every Customer During A Crisis

According to John Tschohl of the Service Quality Institute, many people respond to a crisis by being overwhelmed by stress, which turns to fear....

Five Great Truths About Quality Service

Why is loyalty so important? According to global management consulting firm, Bain and Co., repeat customers spend 67% more than new customers. This is due...

Good Listening Is The Key

Customer Service is all about listening. According to Bernard Ferrari, author of Power Listening: Mastering the Most Critical Business Skill of All, good listening...