John Tschohl of the Service Quality Institute writes that speed dramatically reduces the amount of time needed to complete a task by altering factors such as empowerment, the mindset of employees, and organisational policies and systems. Speed is one of the most strategic elements a company can use to attract and retain customers and to […]
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. […]
According to John Tschohl of the Service Quality Institute, if you want to drive your business to great heights, you must have a service strategy. Strategy is a powerful tool you can use to gain market share and market dominance. When you develop a customer service strategy, you will crush your competition and grow the […]
John Tschohl of the Service Quality Institute says being relentless is an obsession with providing exceptional service to your customers. It’s a propulsive, self-directed passion to continue to learn, improve and exceed expectations in everything you do. Much like breathing, it’s essential to your being, and it never stops. It’s a race without a finish […]
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, […]
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. […]
John Tschohl of the Service Quality Institute outlines what is required to be your company’s most valuable team player. Basketball courts were a hotbed of excitement in the United States during March Madness as 68 men’s college basketball teams competed for the national championship in seven rounds of a single-elimination tournament. By the time the […]
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 from the Service Quality Institute, most executives and managers are afraid to empower their employees. They don’t trust employees, and they don’t trust customers. They think employees will ‘give away the store,’ and they think customers will take advantage of employees who are empowered. Most employees are also afraid of empowerment. […]
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 [...]
