Tag: Service Quality Institute
Don’t Retain Poor Performing Employees
According to John Tschohl of the Service Quality Institute, retaining employees who perform poorly is expensive both financially and emotionally. It costs a lot...
Become Your Company’s Most Valuable Team Player
John Tschohl of the Service Quality Institute outlines what is required to be your company’s most valuable team player.
Basketball courts were a hotbed of...
How To Become A Better Boss
John Tschohl of the Service Quality Institute provides steps for employers to improve their performance, such as communication, coaching and being constructive in feedback.
If...
The Upside To Customer Complaints
According to John Tschohl from the Service Quality Institute, when customers complain, they are giving you an opportunity to do better, and to be...
Assess And Critique Your Employees On A Regular Basis
According to John Tschohl from the Service Quality Institute, an important part of coaching includes reviewing your employees’ performance.
In order to do this, you...
The Values Of Employee Empowerment
According to John Tschohl from the Service Quality Institute, most executives and managers are afraid to empower their employees. They don’t trust employees, and...
Steps To Effectively Handle Angry Customers
Customers’ patronage, and their money, become even more important when you realise that it will cost you 10 times more to attract new customers...
Speed Is A Critical Element Of Customer Service
John Tschohl, president and founder of the Service Quality Institute, writes that speed matters, and there are several reasons for that. We live in...
Sustaining Performance And Offering Great Customer Service During A Crisis
John Tschohl of the Service Quality Institute says that many people respond to a crisis by being overwhelmed by stress, which turns to fear....
Making Empowered Decisions
John Tschohl of the Service Quality Institute writes that most CEO’s believe their employees are empowered. The description of empowerment for most companies is...