Bad Bosses: Don’t Be One

30 Jun 2010

Bad Bosses: Don’t Be One by John Tschohl President Service Quality Institute It’s no surprise that “The Devil Wears Prada,” was a hit, both in book and film format. Anyone who has ever held a ...

Hearing v/s Listening to Customers

30 Jun 2010

The Difference Between Hearing and Listening to Customers by Fernando Krasovitzky Managing Director Leventer Group During my last trip to Monterrey I had the chance to confirm first-hand ...

Don’t Tell Them, Show Them

15 Mar 2010

How do you get customers through the doors of your business, whether those doors be physical or virtual? Most companies rely on advertising to tell the public how wonderful their products, services&m...

The Answer\\\'s Yes - What\\\'s the Question?

15 Mar 2010

I hate the word “NO”! I truly do, I can’t believe how many people from so many companies use it.   It should be stricken from the English vocabulary. Ok maybe that’s a little ...

Margaritas or Lemonade?

15 Feb 2010

My family and I recently returned from a vacation in Cabo San Lucas, Mexico. Traveling outside the United States gives reason for apprehension something might go wrong. Whether it is security delays, customs, the threat of terrorism, or just the ...

How to Recover from a Bad Customer Service Experience

15 Feb 2010

 “If you want to increase sales, grow a loyal customer base that is the envy of your competitors, and provide service that is worth thousands of dollars in advertising and marketing, you must make a commitment to solving your customer&rsq...

Make It Better!

14 Feb 2010

Someone once said, “99% customer satisfaction is meaningless when your customer is in that lone 1%.” We always talk about making NO MISTAKES! But, is that realistic? I don’t think so. “No mistakes” is a goal. Making ...

Service Recovery

15 Jan 2010

There are so many options and you can make so many decisions on your own that the possibilities for what you can accomplish in your café/restaurant business are just about endless. But with all of these ...

The Seven Slight Edges

14 Jan 2010

I have been in the consulting business for over 17 years and in those years I have come to learn that the difference between companies that deliver great service and companies that deliver po...

Don’t Hire Employees Who Don’t Like People

08 Jan 2010

If there is one thing a company can do to help ensure that it will attract and keep customers, it is this: Hire the right people. While that might sound like a rather simple solution, it isn’t. The hiring process is crucial to the success of a...

What Matters Now

20 Dec 2009

Now, more than ever, we need to shake things up.   Now, more than ever, we need a different way of thinking, a useful way to focus and the energy to turn the game around. Seth Godin challenged us and 69 others to co...

Get In The Habit of Big Picture Thinking

16 Dec 2009

Look at the big picture. Easier said than done right? It’s only easy to look at the big picture AFTER we’ve achieved our goals. Only when we are on top of the mountain in terms of achieving our goal can we see the forest we traveled t...

Elevating Your Level of Customer Service

30 Nov 2009

Elevating Your Level of Customer Service Superior people handling skills aid the bottom line By Gary M. Stern, For Investor\'s Business Daily 30 Nov 2009 The trick in establishing customer service is rewarding behavior that generates result...

Putting the WoW Into Customer Service

03 Dec 2009

Putting the "Wow" Into Customer Service CUSTOMER SERVICE RECOVERY By John Tschohl Let\'s face it: Every employee and every business in the world occasionally makes a m...

6 Steps Of Customer Service

06 Oct 2009

6 STEPS OF CUSTOMER SERVICE Master Them and You Will Succeed By John Tschohl   Customer service. It’s a phrase freely tossed around by everyone from multi-million dollar corporations to mom-and-pop businesses in hopes of luring cu...

Airline passengers\' complaints on upswing

Mike Tancredi hasn\'t recovered the Garmin GPS device that he says disappeared from a checked bag on a Spirit Airlines flight in November.Spirit said no compensation was justified under its rules, and Tancredi didn\'t hear from the airline when he l...

Outsource Your Processes, Keep Your Customers

Recovery may not be just around the corner, but it is coming, and companies need to act now to position themselves to succeed. In many cases, that means cutting costs, but it should not mean cutting customer service corners. Outsourcers can provide ...

Wells Fargo trying out Twitter for customer service

Your banker may now be on Twitter. USA Today reports that Wells Fargo and Bank of America are trying to tweet with customers. "Do you have a question about your Checking, Savings, or Online Banking account? Ask me!" proclaims Wells Farg...

Customer Service Prioritised by UAE Retailers: Study

DUBAI — Customer service is now higher on the priority list of UAE retailers as they scramble to persuade recession-wary customers to fork out money for their products, according to the country’s first retail benchmarking study.  ...

Study: Customer service stinks and consumers are fed up

Remember the line from the 1976 film classic "Network," in which raving TV anchoman Howard Beale, upon learning that he’s about to lose his longtime job because of lousy ratings, urges Americans to shout, “I’m as mad as h...

Cutting Customer Service with Care

I hate to kick a dog when it’s down. But there are so many prostrate pooches in business today you can’t walk a block without digging your toe into one of them. Still, I had hoped to avoid a rant about customer service. Companies are ...

Recession May Bring Better Customer Service

Survey Shows Recession May Be Forcing Companies To Treat Customers Better Almost everyone has a customer service horror story. But as CBS 2's Derrick Blakley reports, you may have noticed a difference at some of your favorite stores lately. The b...