Month: February 2016

Watch Customer Service Recovery Step 4 on YouTube Here The 4th step in service recovery: compensation. Just saying I’m sorry is nice customer service. Compensation moves it to what I call service recovery. How do you take the customer who is ready to kill you, who never intends to come back, how do you flip … Read more

Watch Customer Service Strategy in Healthcare on YouTube here Hi. I’m John Tschohl. I’d like to talk about, how can we implement the customer service strategy in health care. There’s so much money available for health care. The customer service tends to be weak. There’s so many different options and competitors that you have in … Read more

Watch Customer Service Strategy Step 3 on YouTube here Step 3, the third element of service recovery is we have to be empowered. That means every single person has to be able to make a very fast decision on the spot. They have to be able to bend the rules to take care of a … Read more

Watch Customer Service Strategy for Housing on YouTube here Hi, I’m John Tschohl. I’d like to talk about the customer service strategy that we can use for housing. First of all, every somebody leaves, every time you have a churn, the cost is very expensive. I happen to own a lot of rental properties. Let … Read more

Watch Customer Service Recovery Step 2 on YouTube here The second skill that we have to master for service recovery is to take responsibility. That means that you got to tell the truth. So all you got to do is say, “Sir, we screwed up.” “Mr. Tschohl, it’s our fault.” Instead of saying, “You know, … Read more

The perfect example is Northeast Delta Dental. They did their homework. They communicate with their customers, their employees, and their community and have been doing so for the past 20 years! Northeast Delta Dental’s Guarantee of Service Excellence  SM  program. Each year I share results from Northeast Delta Dental, a dental benefits company with more … Read more

Watch Customer Service Recovery Step 1 on YouTube here Hi. I’m John Tschohl. I want to talk about service recovery, and the four steps that we can use to keep a customer from defecting. To take an irate customer, somebody’s that’s ready to kill you, somebody’s that’s telling you they’re never going to come back… … Read more

Watch Customer Service Strategy for Telecom on YouTube here Hi, I’m John Tschohl. I think the way to grow your business, to compete more effectively, and that’s to provide an incredibly customer experience, so that your customers fall in love with your Telecom company. That means every single person, every single transaction has to be … Read more

Watch Customer Service Strategy for Retail on YouTube here Hi, I’m John Tschohl. I’d like to talk about the Service Strategy that you can use in your retail business to grow your business faster, to crush the competition, to take business away from your competitors. Everything that I teach is all built on what I … Read more