A Competitive Advantage Goes To Leaders That Get It Right

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 […]

2020-01-20T09:18:26+02:00Jan 10th, 2020|

Service Recovery In Today’s Fast-Paced World

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, […]

2019-12-12T18:34:02+02:00Dec 12th, 2019|