Combine Technology With Personal Communication For Great Customer Service

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. […]

2024-03-07T10:21:35+02:00Mar 5th, 2024|

Four Steps To Motivate Employees

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, […]

2023-12-01T12:21:31+02:00Dec 1st, 2023|

Six Steps Employees Can Take To Solve Customers’ Problems

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 […]

2023-08-08T10:16:52+02:00Jul 28th, 2023|

Don’t Retain Poor Performing Employees

According to John Tschohl of the Service Quality Institute, retaining employees who perform poorly is expensive both financially and emotionally. It costs a lot of money to repair the damage they do. This includes the time it take to correct mistakes they’ve made, dealing with a significant number of customer complaints, creating friction, and in-fighting. […]

2023-06-05T11:28:40+02:00Jun 2nd, 2023|

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 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 [...]

2022-01-31T10:21:41+02:00Jan 31st, 2022|
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