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, 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 […]
John Tschohl of the Service Quality Institute discusses leadership using four people who went through personal and financial difficulties but kept on looking forward to accomplishing their goals and making a difference. Their financial status is in the billions for each of them but, their goal was to ‘make a difference’ in people’s lives. Oracle […]
John Tschohl of the Service Quality Institute elaborates on the concept of service recovery, including acting quickly, taking responsibility and being empowered. Not many companies practice the magic of Service Recovery. The magic in service recovery occurs when a frontline employee solves a customer’s problem and does so in 60 seconds or less. Acting quickly, […]
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 […]
President and founder of the Service Quality Institute John Tschohl says even the most successful companies are in constant competition for business. What sets them apart often boils down to one factor: outstanding customer service. This article appears in Sign Africa Journal. Most firms in the world believe they provide awesome service. They are addicted […]
