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 organisations is top management’s lack of a service strategy. They fail to realise the strategic opportunity on how to use superior service as a vehicle to build market share and market […]
According to John Tschohl of the Service Quality Institute, many people respond to a crisis by being overwhelmed by stress, which turns to fear. It is easy to be afraid when you’re in this situation, but if you remain brave, everyone around you will be too, and together you will be able to turn anything […]
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 to both larger transactions and more frequent shopping. Even a 5% increase in retention can lead to a rise in profits of as much as 25-100%. John Tschohl of the Service […]
According to John Tschohl of the Service Quality Institute, when employees are empowered and given responsibility, they use their talents and skills to maximise the opportunities. Empowerment means every employee has to make fast decisions in favour of the customer. It’s important that we are honest and sincere in our efforts to service our customers. […]
According to John Tschohl, President and Founder of the Service Quality Institute, there are only a handful of firms that really provide awesome customer service. If this is true, why do most firms feel satisfied with just okay customer service? I simply do not understand why more companies don’t tip the scales in their favour […]
