John Tschohl Page

John Tschohl Page John Tschohl the founder of Service Quality Institute has been speaking longer about customer service than anyone else in the world.

Spent 5 days in Las Vegas with Mia my granddaughter and my son and daughter in law. So sad to leave Mia and return to ...
05/11/2024

Spent 5 days in Las Vegas with Mia my granddaughter and my son and daughter in law. So sad to leave Mia and return to Minnesota

We all like to be treated like we matter. When you use words and phrases like “Please, thank you, and I appreciate your ...
03/25/2024

We all like to be treated like we matter. When you use words and phrases like “Please, thank you, and I appreciate your help,” you form a connection with the employee. You let him know that you value him and respect what he does. When you make an employee feel like a king or queen, that employee will treat you like a king or queen.

Have you ever been in a position where you want to help a customer but you fear you would get fired if you did?
03/24/2024

Have you ever been in a position where you want to help a customer but you fear you would get fired if you did?

Whether you are looking for help with the products and process necessary for refinishing your kitchen cabinets, looking ...
03/20/2024

Whether you are looking for help with the products and process necessary for refinishing your kitchen cabinets, looking for a dress to wear to a wedding, or in the market for a new fishing pole, give the employee as much information as you can so that he can guide you in the right direction. Let the employee know that you trust his advice to ensure that what you purchase will be the best product at the best price.

Could this be the reason your customers are walking out the door and never returning?
03/19/2024

Could this be the reason your customers are walking out the door and never returning?

Introduce yourself. Use your first name rather than Mr. Smith, Mrs. Brown, or Ms. Johnson because it sets the tone for e...
03/18/2024

Introduce yourself. Use your first name rather than Mr. Smith, Mrs. Brown, or Ms. Johnson because it sets the tone for everything that will follow. When you are informal, you establish a relationship that puts you and the employee on the same level and makes the conversation easier. Ask the employee for his name and use it during your conversation. Also, thank the employee in advance for his help.

Drive Your Business by Empowering Your Employees Empowerment is a powerful tool that will drive your business. It is als...
03/13/2024

Drive Your Business by Empowering Your Employees

Empowerment is a powerful tool that will drive your business. It is also the single most complicated skill to get employees to use. 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.

Most executives and managers, however, are afraid to empower their employees. They don’t trust employees—and they don’t trust customers. They think employees will “give away the store,” and they think customers will take advantage of employees who are empowered.

Most employees are also afraid of empowerment. They think that, if they make an empowered decision that will satisfy the customer, they will be reprimanded or, worse, lose their jobs. They prefer the safety of operating under the company’s rules, policies, and procedures.


https://the-answer-is-yes.teachable.com/p/empowerment-a-way-of-life

Should customer service training be an automatic part of the marketing budget for a company? Let's face it if marketing...
03/12/2024

Should customer service training be an automatic part of the marketing budget for a company? Let's face it if marketing is bringing in the customer but poor customer service is pushing people away from your business, why do marketing?

Every customer has different needs and expectations when they experience problems with products or service, so flexibili...
03/11/2024

Every customer has different needs and expectations when they experience problems with products or service, so flexibility in how your employees make satisfy them is critical. Of course, you can’t let employees run wild and give away huge amounts of money in order to satisfy your customers. Set a monetary limit, maybe a ceiling of $50. The Ritz-Carlton, by the way, has a limit of $2,000, but that’s because it’s a luxury hotel chain with hotels at exotic locations throughout the world.


https://the-answer-is-yes.teachable.com/p/empowerment-a-way-of-life

Customer service training provides tangible results to your company profits... with this type of result... why wouldn't ...
03/10/2024

Customer service training provides tangible results to your company profits... with this type of result... why wouldn't you want your staff professionally trained?

Marketing Money You’re probably thinking, “If I empower my employees, it’s going to cost me money—money I don’t want to ...
03/06/2024

Marketing Money

You’re probably thinking, “If I empower my employees, it’s going to cost me money—money I don’t want to spend.” Look at that money as marketing money. If you spent a little money to retain current customers, you won’t have to spend as much to attract new customers to replace those you lose.

Let me give you an example of how one company lost me—and my money—as a customer. Eighteen months ago, I purchased an orchid plant for my wife from Trader Joe’s. It quickly died, and I went to return it. The employee I spoke with told me there was nothing he could do about it. I then spoke to the manager who told me he could not give me a refund because I didn’t have a receipt, I had not purchased the plant there, and they don’t sell orchids. I put the dead plant on the counter, said some nasty words, and told him I would never be back. So, for the $20 the manager wouldn’t refund me, he has lost my business forever.

The supermarket industry is the most customer-service industry in the United States. If I buy tomatoes and they go bad within a few days, 99 percent of supermarkets will gladly give me a refund—most of them without requiring a receipt. They wouldn’t think twice about denying me a refund and losing me as a customer for something that will cost them less than $10.


https://the-answer-is-yes.teachable.com/p/empowerment-a-way-of-life

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