Tag: Service Quality Institute

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...
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....
Making Empowered Decisions

Making Empowered Decisions

John Tschohl of the Service Quality Institute writes that most CEO’s believe their employees are empowered. The description of empowerment for most companies is...
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...