Tag: Service Quality Institute
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...
Five Things To Consider When Hiring Employees
John Tschohl outlines the importance of looking for attitude over aptitude. As a business owner or executive, what is the most important thing you...
Become Your Company’s Most Valuable Team Player
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...
How To Become A Better Boss
John Tschohl of the Service Quality Institute provides steps for employers to improve their performance, such as communication, coaching and being constructive in feedback.
If...
Using A Customer’s Name Adds A Personal Touch To Your Business’s Services
John Tschohl of the Service Quality Institute says only a handful of U.S. companies understand the power of calling customers by name. Three that...
Features Of A Relentless Service Culture Plan
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...
Assess And Critique Your Employees On A Regular Basis
According to John Tschohl from the Service Quality Institute, an important part of coaching includes reviewing your employees’ performance.
In order to do this,...
The Value Of Employee Empowerment
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...
Steps To Effectively Handle Angry Customers
Customers' patronage, and their money, become even more important when you realise that it will cost you 10 times more to attract new customers...
Sustaining Performance And Offering Great Customer Service During A Crisis
John Tschohl of the Service Quality Institute says that many people respond to a crisis by being overwhelmed by stress, which turns to fear....
