John Tschohl 
When you make a mistake, saying “I’m sorry” is good customer service, but it’s not service recovery. Learn John Tschohl’s 4-step service recovery plan to fix mistakes, empower your frontline team, and turn angry customers into loyal fans in under 60 seconds..
Every successful company has the need to hire people who have the skills and personalities needed to build a winning customer service team and to drive revenues. John Tschohl explains that while skills can be taught, attitude is king..
John Tschohl, founder and president of the Service Quality Institute, emphasizes that true customer service excellence extends beyond speed, courtesy, and great products—it hinges on empowerment..
It’s human nature for most of us to do anything we can to avoid confrontation. That’s often true when we have a complaint about a product or service we purchased and that did not live up to our expectations..
How you and your employees treat your customers is critical. When you provide your customers with exceptional customer service, you will own them. John Tschohl of the Service Quality Institute explains..
What are the characteristics of a great employee? How can you identify those qualities as you go through the hiring process? And how do you track employees’ performance after you hire them?
Attracting customers is relatively easy. Advertising that announces that you have quality products and good prices will do that—once. The problem is this: How do you keep those customers from leaving you?
John Tschohl, founder and president of the Service Quality Institute, presents his guide to Handling Irate Customers and Difficult Situations Technique card. These are the principles that are taught at the Institute..
John Tschohl, founder and president of the Service Quality Institute, emphasizes the need for relentless commitment to service, empowerment of staff, and constant training or brands risk losing their profitability..
What do successful people have in common? They are relentless. John Tschohl of the Service Quality Institute explains why being relentless in serving customers will forge your path to success..
Why do people leave their customer service jobs? Even if they are well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. John Tschohl of the Service Quality Institute, investigates..
We all make mistakes. If anyone tells you they never a mistake, that’s a lie. Owning our mistakes is a critical step in service recovery—and service recovery is critical to the success of your business..
Amazon I believe is the most customer-driven firm in the world. They are Relentless. Net sales increased 12% to $764.8 billion. A $60.8 billion increase in revenue. AWS sales increased 13% to $90.8 billion..
The reason most organizations deliver poor or mediocre customer service is that they don’t understand the power of a customer service strategy. John Tschohl of the Service Quality Institute, explains..
By following these tips by John Tschohl, founder and president of the Service Quality Institute, you can become a customer service rockstar and provide exceptional service that will keep customers coming back..
John Tschohl, founder and president of the Service Quality Institute, explains why it is important to call customers by name whenever possible..
We all need a hero—someone who, by their actions, can inspire us to do better. To be better. The five companies I profile here are are reaping the financial benefits of making customer service a top priority..
John Tschohl encounters awesome customer service from the US Post Office when service superstar Scott Pelton delivers his parcel from Switzerland personally – on the tennis court!
One of the major weaknesses of most organizations the lack of a service strategy. They fail to realize the strategic opportunity on how to use superior service as a vehicle to build market dominance..