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A Step-By-Step Guide To Creating Service Culture

John Tschohl of the Service Quality Institute outlines six steps to creating a service culture, and discusses five critical elements for excellent service. Most companies think they are in manufacturing and retail, but remember that you are in the service business. It is a paradigm switch. Amazon is successful because it understands it is a […]

2021-01-18T08:52:31+02:00Jan 12th, 2021|

Show Sincere Interest In Every Customer During A Crisis

According to John Tschohl of the Service Quality Institute, many people respond to a crisis by being overwhelmed by stress, which turns to fear. It is easy to be afraid when you’re in this situation, but if you remain brave, everyone around you will be too, and together you will be able to turn anything […]

2020-06-29T08:10:35+02:00Jun 22nd, 2020|

Five Great Truths About Quality Service

Why is loyalty so important? According to global management consulting firm, Bain and Co., repeat customers spend 67% more than new customers. This is due to both larger transactions and more frequent shopping. Even a 5% increase in retention can lead to a rise in profits of as much as 25-100%. John Tschohl of the Service […]

2020-02-24T10:10:07+02:00Feb 18th, 2020|