John Tschohl 
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.
Here are 5 ways to significantly impact the customer experience on Black Friday.
Surprise customers with your awesomeness and they will spread the word.
Find out how bending the rules is sometimes necessary to provide excellent customer service.
Dealing with irate customers is one of the most pressure-packed experiences you will encounter at work. Here are some ways to handle the most difficult clients.
Employee empowerment is defined as allowing employees to make fast decisions—on the spot—in favor of the customer.
Is really most of the money and time companies spend on training wasted?
To ensure customer service becomes a driving force in your organization, you also should develop a plan. Here are 8 steps to help you get started.
Who are your customers? Do you know what they want? Do you know what they think about you and your products and services? If you don’t, you have some work to do.
Your co-workers and boss are your customers, and you must treat them as such.
Here are some myths regarding customer service that may be stopping your customers from being loyal to you for life.
John Tschohl is inspired by one of the world’s leaders in customer service—online retailer, Amazon.com. In this article John suggests we follow Amazon’s example and take the lead in serving our customers.
How easy is it for people to do business with your organization? If you don’t know, you’d better find out—and fast.
External customers are not the only type of customers we serve. In this article you will master the skills necessary to provide exceptional internal customer service.
Never before has timing been as critical to an organization’s success as it is today.
Take these four steps to create a culture of service within your organization.
Imagine you are having a rough day on the ski slopes. You’re a new snowboarder or skier. Suddenly, a Vail Resorts employee glides along side of you.
Too few of us complain so most organizations believe they provide awesome service. Here are 5 ways to get your complaints resolved.