We have all these self‑imposed limitations that prevent us from accomplishing what we're trying to do. The purpose of "Moving Up" is to get employees to believe in themselves so they can understand the potential that they have. In the video blog, John Tschohl, President of the Service Quality Institute, talks about their program "Moving Up" in which employees will learn the ways to get ahead, make more money, and move up in their companies.
Irate customers can ruin your day. Facing off with a screaming, unreasonable, irrational customer represents the ultimate test of any employee's service skills. Often employees are not prepared for an aggressive encounter.It can take you to your breaking point if you are not aware and careful. Staying grounded and above the fray requires you to find inner strength, and persevere beyond the initial difficulties.
It is no secret that when you are working in the customer service industry, bad things happen. We make mistakes. To just say, "I'm sorry," is good customer service. Service recovery is when you go a step further. John Tschohl teaches four steps in the "Loyal for Life" program. Read on to learn this steps to start cultivating customers that will be loyal to your company for life.
Ethiopian Airlines has decided to expand its business and also represent SQI in Ethiopia. The airline is government owned and the most respected, best managed business in Ethiopia and customer driven airline in the country. They want to be the friendliest airline in Africa. Find out what they have done to improve customer service and create a service culture.
Organizations have weak customer service because they don't understand the revenue that can be gained by implementing a superior service strategy. John Tschohl, President of the Service Quality Institute, discusses strategy and how companies will see money fall from the sky if they put more effort into creating an excellent customer service experience.
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