Why is Great Customer Service So Hard to Find?
Almost everyone believes customer service sucks. The CEO’s never experience what happens during the day and how ineffective a lot of employees are at handling customer service..
John Tschohl
Drive You Business by Empowering Your Employees
When employees are empowered, they have the authority to make decisions—to bend and break the rules—on the spot to take care of a customer. Learn more in this article by customer service strategist, John Tschohl..
Nine Steps to Retaining Your Employees During The Great Resignation
The Great Resignation has seen dramatic employee turnover rates. John Tschohl shares some important steps you can take to retain your current employees and attract new ones during these challenging times..
Create Customer Passion and Loyalty by Remembering and Using Your Customer’s Name
Customer service expert and speaker John Tschohl outlines eleven key steps for successfully remembering and using your customers’ names to create memorable experiences, passion and loyalty..
The Power of Relentless Customer Service
A focus on customer service can’t be an add-on. It can’t be for a while. If you want your organization to grow and succeed long term, you’ve got to be a service leader. To do that, you’ve got to be “Relentless.”
How to Become the Brand Your Customers Fall in Love With
Getting your customers to see you as the only one that provides a solution to their problem involves everything you do—and everything you choose not to do. It communicates the value and character of your brand..
Voice of the Customer: The Importance of Feedback Surveys
Monitoring the Voice of the Customer (VoC) should be one of the ongoing projects in any service program. One way to achieve this is to perform a customer feedback survey..
How to Design Your Perfect Customer Service Plan
In an excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl provides a guide to preparing a plan for customer service success..
A Complaint Is an Opportunity
In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service..
Create the Love…Talk to Your Customers
Why wouldn’t you love your customers? They’re keeping you in business. It’s up to you to set the stage for some powerful long-term successful relationships by simply… showing some love..
Six Essential Principles for Awesome Customer Service
John Tschohl provides a concise and practical list of six essential customer service principles for awesome service..
5 Ways to Create a Customer Service Culture
When both customers and employees are engaged, companies see a significant increase in customer service performance. John Tschohl reveals five ways to create a customer service culture in your organization..
Why Customer Satisfaction Surveys Backfire
Are you following the trend of conducting customer surveys? You might want to think again. In this article John Tschohl argues that developing your leadership team and workforce to provide superior service is a better use of resources..
Customer Service: The Need for Speed
When you resolve situations quickly and effectively, customers will pay you back with continued or increased loyalty. John Tschohl looks at four leading companies who have built their success on delivering fast customer service..
When the Going Gets Tough
Life in the dynamic and unpredictable business world means that sometimes things will not go according to plan..
4 Steps to Successful Customer Service
It’s amazing to see the contrasts of successful companies that dot our history to the newer companies of recent history up to today. Despite the contrasts, they all have one thing in common. They are relentlessly focused on customer service..
How Do You Rate as a Boss?
In this article you will learn what defines a good manager by asking: “how do you rate as boss?”
The Importance of the “Little Things” in Customer Service
“Little things” can make the difference between success and failure for a company. John Tschohl examines the minor details that can put a smile on the face of our customers.
How to Move Lost Customers into Profit
Everyone says the customer is important, but only a few savvy companies invest the time, effort and financial resources needed to build a loyal customer base. In this article you’ll learn how to move lost customers back into the profit zone.