Bold New Idea

Recently I was in San Diego and getting ready to leave for the airport.  I needed transportation to the airport so this was my perfect opportunity to use UberX.  I had installed the app on my iPhone a few weeks before so I decided to give ‘em a try.  UberX, by the way, is a firm that provides rides/transportation … they are NOT a taxi company. Read all about how UberX is gaining marketing share with competitve prices and superior customer service.

Wilderness Safari in Botswana

Tschohl Family“I’m just 'wild' about Wilderness Safari in Botswana”.  Why?  In May I took a break from seminars in Kenya for Amadeus and Botswana for InXcellence to go on safari with Wilderness Safari. My wife and son joined me and were amazed at the royal treatment we received.

Moving Up in your Company

moving upWe have all these self‑imposed limitations that prevent us from accomplishing what we're trying to do. The purpose of "Moving Up" is to get employees to believe in themselves so they can understand the potential that they have. In the video blog, John Tschohl, President of the Service Quality Institute, talks about their program "Moving Up" in which employees will learn the ways to get ahead, make more money, and move up in their companies.

Handling Irate Customers & Difficult Situations

Angry CustomerIrate customers can ruin your day. Facing off with a screaming, unreasonable, irrational customer represents the ultimate test of any employee's service skills. Often employees are not prepared for an aggressive encounter.It can take you to your breaking point if you are not aware and careful. Staying grounded and above the fray requires you to find inner strength, and persevere beyond the initial difficulties.

Create Loyal Customers with Service Recovery

John Tschohl on Service Recovery

It is no secret that when you are working in the customer service industry, bad things happen. We make mistakes. To just say, "I'm sorry," is good customer service. Service recovery is when you go a step further. John Tschohl teaches four steps in the "Loyal for Life" program. Read on to learn this steps to start cultivating customers that will be loyal to your company for life.


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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? what's your return on service?


Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator.  what's your return on service?