John Tschohl of the Service Quality Institute writes that when you use technology and add a personal touch, you will have a winning combination. The purpose of technology for businesses is to improve the customer experience, to make it easy for customers to do business with you. Ninety-eight percent of companies, however, do the opposite. […]
Derek DeWitt, Communications Specialist, Visix, Inc, and writing for Digital Signage Today, discusses activity-based working (ABW), and its relevance to digital signage. Traditional office setups have been challenged by new ways of working that prioritise flexibility, collaboration and employee empowerment. New workplace environments established through agile work, flexible work and hybrid work models have paved […]
According to John Tschohl of the Service Quality Institute, compliments and kind words indicate approval. Words of encouragement are great motivators that recognise us and encourage us to do better, and to be better. Recognition is critical to motivation. We all need positive reinforcement for who we are and what we do. Recognition influences self-esteem, […]
John Tschohl of the Service Quality Institute writes that there are several things that annoy customers, including not being understood, not being valued, not getting their money’s worth, and not being believed. When they have a complaint about a service or product, they want a satisfactory resolution. When a customer comes in to register a […]
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 what they need to do their jobs. There is nothing more frustrating than tackling a project when you don’t have what is necessary to successfully complete it. When you train your employees on [...]
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 the following: ‘you are empowered to take care of the customer as long as it fits into the rules and policies we have’. But for empowerment to work, the employee must be willing to bend [...]
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. […]
