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John Tschohl

John Tschohl
John Tschohl, an international service strategist and speaker, is founder and president of the Service Quality Institute in Minneapolis. Described by Time and Entrepreneur magazines as a customer service guru, he has written several books on customer service, including Ca$hing In: Make More Money, Get a Promotion, Love Your Job; Loyal for Life; e-Service; Achieving Excellence Through Customer Service; and The Customer is Boss. He can be reached at (952) 884-3311 or through his Web site, www.customer-service.com.
Business Operations
How to Motivate Your Employees
Compliments and kind words go a long way.
November 30, 2023
Motivate2
Business Operations
How to Handle Irate Customers
There are six steps employees can take to ensure a problem is solved.
August 3, 2023
Customerservice
Retail
Empowerment: The Key to Great Customer Service
The backbone of great customer service is empowerment. My definition is for any employee to make a fast-empowered decision on the spot in favor of the customer. No asking for approvals. No delays. No moving the request up the chain of command.
May 11, 2021
Empowerment
Retail
Becoming a Pool and Spa Company Your Customers Fall in Love With
Getting your customers to see you as the only one that provides a solution to their pool and spa problems involves everything you do—and everything you choose not to do. It communicates the value and character of your brand, and even the little things matter. The message you send when you handle phone conversations, when you send email messages, the way you handle complaints, the convenience you offer and the relationship you cultivate with your customers…. it’s all part of the message you’re sending about your brand.
February 11, 2021
Brand Love
Retail
How to Save an Angry Customer
When you screw up (and we all do), you can count on customers contacting you to let you know what you’ve done. If it’s a phone call, you can expect to hear ranting and raving and people saying things that are rude and inappropriate. If they are in your place of business, they will confront you face-to-face, and it’s up to you how to diffuse the situation and put a smile on that customer’s face.
December 15, 2020
Happy Customer
Retail
The 'Only' Core Principle: Relentless Customer Service
The key to growing your pool and spa business is offering relentless customer service.
July 16, 2020
Customerservice
Retail
Treat Customers Like Life-Long Partners
Learn these five great truths about quality customer service.
March 10, 2020
Customer Service
News
What Mickey Mouse Can Teach You About Customer Service
Walt Disney World provides a roadmap for overcoming roadblocks standing between you and happier customers.
August 7, 2018
Disney Customer Service
Retail
How to Deliver an Unmatched Customer Experience in the Digital Age
Customers today are looking for an exceptional customer experience on your website as well as in your store. Is your online presence up to par? These three tips will help.
May 8, 2018
Tschohl Feature
Retail
Standing Still Can Kill Your Business
Expert John Tschohl talks about the importance of continually training employees.
May 4, 2017
0503standingstill Tschohl
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