John Tschohl

John Tschohl is the founder and president of the Service Quality Institute—the global leader in customer service—with operations in more than 40 countries. He is considered one of the world’s foremost authorities on all aspects of customer service and success, and has developed 18 customer service training programs, including Coaching For Success, that are used by companies throughout the world. His monthly strategic newsletter is available online at no charge at www.customer-service.com.

Thu, 07/18/2024 - 12:03
Avoid the Cost of Losing Your Brand Due to Customer Experience9 principles to build a service-culture strategy
Thu, 03/20/2025 - 12:02
I ’ve been skiing in Vail, Colorado, one of the best skiing areas in the world, for more than 50 years. George Gillett Jr. acquired the resort in 1985. But when I first met him in 1978 and asked him what he does, he said, “I am in customer service…
Hiring and FiringCritical steps in building a successful team
Thu, 02/13/2025 - 12:03
What are the elements of a successful team? In a nutshell—whether it’s an athletic team, a dance team, or a business team—the critical elements are people who are knowledgeable, dedicated, productive, work well with others, and constantly seek to…
Speed and ServiceA combination that will drive your business
Thu, 11/07/2024 - 12:03
Speed is one of the most strategic elements a company can use to attract and retain customers and drive its revenues. What do I mean when I talk about speed? In this context, speed means dramatically reducing the amount of time needed to complete a…
Costco: Customer Service Role Model for More Than 40 YearsProof that keeping promises is profitable
Tue, 10/08/2024 - 12:03
I’ve been speaking and writing about customer service since January 1980, and there is only a handful of companies that have been relentless and kept their focus on incredible customer service. The pandemic gave most firms an excuse to say, “To hell…
Build a Winning TeamHire great people
Wed, 10/02/2024 - 12:02
‘The secret of my success is that we have gone to exceptional lengths to hire the best people in the world.” That quote of Steve Jobs, founder of Apple, underscores the importance of putting together a team of people who will drive your business to…
Why Companies Believe Their Customer Service Is Great, But 99% of Customers DisagreeHint: Most survey questions aren’t relevant gauges of service
Thu, 09/05/2024 - 12:02
I find that most CEOs and top management believe their organization delivers awesome customer service. But if you asked all 330 million people in the U.S. to identify five customer service leaders, most would not be able to come up with them. I…
Are Your Employees Empowered?How to keep employees and customers from leaving the building
Mon, 08/12/2024 - 12:02
Are your employees empowered to make decisions on the spot in favor of the customer? Your single goal should be to have overly happy customers. Too many things go wrong each day. You want your employees to understand they are in customer service,…
Service Recovery in 60 Seconds or LessHow to quickly take a customer out of hell and into heaven
Wed, 07/31/2024 - 12:03
Everyone makes mistakes. When you screw up and say, “I’m sorry. That’s our mistake,” it’s good customer service, but not service recovery. Most organizations never admit mistakes, and fewer than 1% practice service recovery. Keeping customers is…
Develop, Motivate, and Retain Your EmployeesPeople leave managers, not companies
Thu, 07/18/2024 - 12:03
Why do people leave their jobs? Even if they’re well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. They don’t leave because they want more money or better benefits. They don’t leave because they don…