Speed Critical to Great Customer Service
Service Quality Institute
by John Tschohl
3d ago
I talk about 9 critical elements to drive a service culture. Speed is one of them. Most employees think slowly. What is another 2-3 minutes. Another 1 -2 hours or 1-2 weeks. I am in Hilton Head this week for my 47th wedding anniversary. My wife Pat and I got married here 47 years ago. We arrived in Savannah, Georgia on Sunday. Delta took off on time twice and landed early twice. I rented a car from Budget. At the airport, Budget had a sign that said to go to the Avis counter. It took 2 hours to get a car. There were at least 40-50 people ahead of us in line. By the time I got to the counter, t ..read more
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6 Steps for Great Customer Service in 2024
Service Quality Institute
by John Tschohl
1M ago
In 1979 I developed Feelings, the world’s first customer service program. It was released in January 1980 and millions of people throughout the world have gone through the program. We have 5 versions of Feelings. Feelings Service Retail. (The video was upgraded in 2023) Feelings for Professionals Healthcare with Feelings (Totally customized for healthcare) Feelings Customer Care for Supermarkets (Updated in 2023) Connections for Higher Education We share the foundational principles essential for outstanding customer service, which are noticeably absent in many organizations today. These pri ..read more
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Two Relentless Customer Service Role Models and Incredible 2023 Financial Results
Service Quality Institute
by John Tschohl
2M ago
Amazon and Northeast Delta Dental were both featured in my book, Relentless. (See all my books). When I was quoted in the Time Magazine cover story on Customer Service in 1981 I said the only thing that motivates CEOs is hard numbers. Time Magazine called me a Customer Service Guru. Amazon I believe is the most customer-driven firm in the world. They are Relentless. Net sales increased 12% to $764.8 billion. A $60.8 billion increase in revenue. AWS sales increased 13% to $90.8 billion. Net income was $30.4 billion. The $1000 I invested in Amazon in May 2023 is now worth $111,648 as of Februar ..read more
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3 Critical Customer Service Elements in Changing Attitudes and Behaviors
Service Quality Institute
by John Tschohl
3M ago
Everyone in the world knows customer service is critical to an organization’s success. The problem in the last few years is the quality of customer service seems to get worse each month. Almost every customer-focused company in the last 20 years has gone through some variation of a customer service program. It’s like attending a class on losing weight. It might have been 4 or 10 years ago and there is a good chance we didn’t maintain the skills we learned. Over time, this often leads us to forget the lessons entirely. There are 3 critical elements that must used to create maximum impact. 1 ..read more
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Deliver a Service Culture and Customer Experience so Positive that Your Customers Fall in Love with You
Service Quality Institute
by John Tschohl
4M ago
In 1980 I released Feelings the world’s first customer service program based on a very simple concept. When you treat a customer like a king or queen they come back, spend more with you, and bring their friends. This is the foundation of great customer service.  When customer service is poor customers don’t come back and they also tell their friends. In the last 4 years during the COVID pandemic customer service across the world has gotten much worse. Frankly, it rarely exists. The most powerful method of marketing and advertising is positive word of mouth. This week my wife, Pat, and I w ..read more
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Elon Musk – The Richest Man on Earth
Service Quality Institute
by John Tschohl
5M ago
Last month I finished reading the 670-page book, Elon Musk by Walter Isaacson. A book worth reading. When I read a book I highlight the key ideas and mark outstanding ideas with a star. Then I rate the book and put down the date I completed the book.  (This was October 29 and I rated it an A+) Elon Musk was born June 28, 1971, in South Africa. In 1989 he got a Canadian passport and moved to Canada on his own when he was 18. Elon became a U.S. citizen in early 2002. He is the founder of Telsa, SpaceX, Starlink, and many other firms His net worth on November 10 was $223.79 Billion the rich ..read more
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Handling Complaints and Irate Customers in 2023
Service Quality Institute
by John Tschohl
6M ago
I just tried to buy another Bluetooth headset for my son for his birthday at Best Buy. The employee was not very effective. He could not find my account after giving him my phone number 3 times. I asked for a manager. It took him a few seconds to find my account and I told him I wanted his help because the employee was ineffective and did not know his job. The manager would not help me and insisted I apologize to the employee which I would not. He refused to let me buy the $247 headset so I went to Amazon, placed the order, and had it delivered to his home in Estes Park Colorado. I guess I wa ..read more
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14 Amazon Leadership Principles and Why They Matter
Service Quality Institute
by John Tschohl
7M ago
Amazon delivers the best customer service in the world. Everyone should benchmark themselves against Amazon if they want to become customer-centric. I would encourage you to read these 14 Amazon Leadership Principles and learn from the best. Colin Baker from Leadership Staff expanded on the 14 principles. Last year Amazon had sales of  $514 billion. A $44.2 billion increase in sales. Jeff Bezos mastered the Service Strategy. The problem is most firms in the world do NOT understand the power of the Service Strategy. I am not sure why more organizations do not seem to be interested in gro ..read more
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Build Rapid Sales Through a Service Strategy
Service Quality Institute
by John Tschohl
8M ago
3 Core Ways to Grow Your Business Borrow $10-20 million for capital renovation. I am sure your local bank has very low-interest rates and would love to borrow you unlimited money. Spend $50,000 -100,000 a month on advertising and marketing. There are probably 1000 different places that offer advertising options that all would love your money. Focus on word-of-mouth advertising where customers love the customer experience, so they come back with their friends. It’s FREE. This is how Amazon, Apple, Mayo Clinic and Costco grow their business. You will rarely see TV commercials from these firms ..read more
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9 Principles for Driving a Service Culture
Service Quality Institute
by John Tschohl
10M ago
Delivering awesome customer service involves 9 principles. Customer service is not complicated. It is the execution of some fundamentals that make a huge difference. It must start at the top and involve every employee. Remember that 99% of customer contact with your employees is with your front-line employees. Relentless Strategy Focus on strategy. You must be Relentless, and it has to be a way of life. Very few executives understand how fast you can grow your business when you master the Service Strategy. Reduce Friction Remove stupid rules, policies and procedures. Make it easy to buy from y ..read more
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