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John Tschohl

Five Golden Rules of Customer Retention

By John Tschohl Every company makes mistakes that could make them lose customers. I don’t care what business you are in, something will go wrong. But the smart companies know how to recover a customer and turn them into loyal customers for life. However, less than 2 percent of companies use service recovery techniques. That’s […]

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John Tschohl

12 Reasons Why Employee Training Fails

By John Tschohl Most of the money and time companies spend on training is wasted. That’s because the majority of companies use outdated training ideas and boring training methods. Training that is poorly presented goes in one ear and out the other. It’s no wonder employees don’t change their attitudes or behaviors after they attend […]

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John Tschohl

Empowered Employees Power Profits

By John Tschohl Employee empowerment is defined as allowing employees to make fast decisions — on the spot — in favor of the customer. Empowerment is the single most difficult skill to get employees to utilize. That’s a problem for businesses and government because if you don’t have empowered employees, you will never be a […]

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John Tschohl

Customer Service Leaders Must Master Speed

By John Tschohl Among the many tools and tactics a company can use to improve the customer experience, speed is the most overlooked. That’s unfortunate because a major factor in creating a positive customer experience is speed. There are three major obstacles to improving the customer experience through speed: 1. Employee mindset. If an employee […]

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John Tschohl

Superior Customer Service Requires a Strategy

By John Tschohl All too often, service is not a priority for management. Instead of focusing on people—on their customers—they focus on numbers. What they don’t realize is that, if they would pay attention to their customers’ needs and do whatever they can to fill those needs, the numbers will follow. In order to increase […]

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John Tschohl

Don’t Loosen that Grip: Resist the Urge to Relax Financial Controls

By John Tschohl The economy is improving, bringing with it a sense of optimism. That optimism, however, can be dangerous. All too often, it brings with it a tendency to breathe a sigh of relief and loosen your grip on the financial reins. While it might be human nature to relax when things get better, […]

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John Tschohl

Build Your Dream Team: Educate, Motivate, Stimulate, Evaluate, and Terminate

By John Tschohl There’s an old saying: Behind every successful man is a strong woman. I would massage that a bit and say, “Behind every successful business are strong employees.” That, of course, begs a definition of “strong.” In this case, I would define a strong employee as one who is skilled and knowledgeable, willing […]

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John Tschohl

Who Are Your Customers? – If You Don’t Know, How Can You Serve Them?

By John Tschohl 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. It’s critical that you know your customers, so that you can give them what they want. You must be proactive. […]

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John Tschohl

Moving Up: Take Control and Get Out of That Rut!

By John Tschohl Are you tired of your job? Are you stagnating? Are you sinking into mediocrity? If you answered, “yes,” to even one of those questions, it’s time to take control, to swim in the sea of opportunity. It’s time to move up. Nothing will change until you take action. But it’s important that […]

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John Tschohl

The Real Story Behind Superior Service

By John Tschohl Ask for a definition of customer service, and you probably will be met with a long pause, followed by a disjointed and vague response. While most people, including CEOs throughout the world, think they know what customer service is, many of them do not. Customer service is quality products, convenience, competitive prices, […]