Service Quality Institute President John Tschohl shares his recent customer service experiences and provides his thoughts on where they could be improved. A major trend John sees within customer service is investing in expensive technology solutions that are designed to ease internal issues, but they come at the cost of frustrated customers. Far too many companies “talk the talk” of being customer-focused but fail in their practice of truly looking out for the customer experience.
Among the many tools and tactics a company can use to improve the customer experience, speed is the most overlooked. That’s unfortunate because a major factor in creating a positive customer experience is speed.
John Tschohl, President of Service Quality Institute, talks about his new book "Moving Up" on Good Morning Vail. John travels to Vail every year and is often interviewed for this show. Watch the interview and learn more about how you can start moving up!
This 60 Minute interview with Jeff Bezos of Amazon focused primarily on holiday shopping, particularly the annual shopping extravaganza that is Cyber Monday. It's a huge day for Amazon -- more than 300 items will be ordered each second --and does much to reveal the company's true ambitions. Amazon doesn't just want to reinvent the way we shop for and buy things, it wants to upend every step of the process -- including how our purchases come to us.
Use Service Recovery and differentiate your company. Every employee needs to master the 4 skills of Service Recovery to keep loyal over happy customers. John Tschohl discusses these 4 skills that are needed and gives examples of why some businesses have failed while others succeed.
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