Tag: Service Quality Institute
Making Empowered Decisions
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...
A Step-By-Step Guide To Creating Service Culture
John Tschohl of the Service Quality Institute outlines six steps to creating a service culture, and discusses five critical elements for excellent service.
Most companies...
Service Recovery Is Key
According to John Tschohl of the Service Quality Institute, when things do go wrong, it is how you recover and delight the customer that...
Show Sincere Interest In Every Customer During A Crisis
According to John Tschohl of the Service Quality Institute, many people respond to a crisis by being overwhelmed by stress, which turns to fear....
Five Great Truths About Quality Service
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...
Good Listening Is The Key
Customer Service is all about listening. According to Bernard Ferrari, author of Power Listening: Mastering the Most Critical Business Skill of All, good listening...
