John Tschohl talks about the great customer service he received from Marriott on his trip to Philadelphia. He talks about the emphasis that Marriott puts on customer services and the successful results that are seen through loyalty and greater profits.

We speak to Andy Cohen, the president of property management company Rock Properties. He gives his perspective on hiring and empowerment as part of the backbone of his customer service strategies. 

John Tschohl talks about the great customer service he received from Delta on his trip back from Alaska. He also talks about what he learned from the experience and how you can benefit with these customer service tips.

Practice makes pefect and superior training will make you improve faster. If you want a superior customer service workforce, you need to hire the right people to train your employees and this training must be done on a regular basis.  Remember, there is no quick fix and one training program is not going to solve your problems. Practice and repetition are the keys to success.

Some might claim that speed kills customer service. I completely disagree. Speed is essential, and I explain why it doesn't mean ignoring the other tenets of customer service. Training customer service representatives to be be fast AND effective is the key.