John Tschohl 
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..
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..
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..
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.”
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..
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..
In an excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl provides a guide to preparing a plan for customer service success..
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..
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..
John Tschohl provides a concise and practical list of six essential customer service principles for awesome service..
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..
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..
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..
Life in the dynamic and unpredictable business world means that sometimes things will not go according to plan..
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..
In this article you will learn what defines a good manager by asking: “how do you rate as boss?”
“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.
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.
When things do go wrong it’s how you recover and delight the customer that truly sets you apart from other companies. Here are five steps to save the customer relationship.