John Tschohl

In today’s competitive economy, good service is nice but, it will not keep customers from looking at your competition. You need awesome, incredible and WOW service consistently. I want to share several critical steps necessary to create a service culture with good customer service skills so every employee knows the “Customer Is King.” Step One:  Drive … Read more

The Wall Street Journal had a Review published on Saturday, entitled “The Customer As A God“, that lays out a view of the future where customers are totally empowered.  I encourage you to check out the article.  Then ask yourself whether your organization treats your customers as if they are cattle.  If you have a … Read more

How easy is it for people to do business with your organization? If you don’t know, you’d better find out—and fast. It is the customer experience that determines whether or not you will attract and retain customers. It is the customer experience that determines your sales, your profits—and your success. If you don’t provide your … Read more

Case Study: Lifetime Fitness  Bloomington, MN I recently signed up for personal training at the Bloomington South Lifetime Fitness, and was reminded why creating a wow customer service experience is essential. After signing up for personal training with a trainer I had connected with and liked, she left Lifetime Fitness for a different job before … Read more

I recently saw a blog post at the Software Advice blog entitled “Our Favorite Customer Service Apps,” by Lauren Carlson. Lauren: I agree with your comments. You are on track to help organizations improve their customer service. Customer Service Apps are critical for helping all of us understand who is committed to great service. Almost … Read more

Over the years, I have addressed service recovery in thousands of speeches throughout the world. It is, I believe, one of the most important elements of customer service, and it can make the difference between success and failure for any organization. I am amazed, however, at how many people—from frontline employees to senior executives—do not … Read more

Irate customers. No matter how good you are at what you do, what business you are in, or where it is located you will at some point find yourself facing an irate customer. Maybe a product was flawed, a delivery was late, or a charge was inaccurate. How you deal with that customer not only … Read more

It’s a Winning Combination No one I know would dispute the benefits technology—specifically the computer—has had on every aspect of our lives. It has put information at our fingertips and allowed us to communicate with others whenever and wherever we happen to be. Technology also has allowed businesses—no matter their size, location, products, or services—to … Read more

How? Ask your employees. In an uncertain economy, CEOs scramble, looking for ways to cut costs and keep their businesses afloat. The most common step they take is to reduce the workforce by terminating employees, which reduces payroll but also has a devastating impact on morale and on customer service. It’s a short-term solution to a long-term problem. What … Read more

I recently wrote an article entitled, “Technology and the Human Touch,” which was published in the Call Center Times. This topic is especially important to call centers, because telephone support representatives have only a short window of time to make an impression on their customer–without the important elements of good customer service skills including eye … Read more