Marriott...Setting the Bar for Customer Service

John and Marriott ManagerJohn 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.

Rock Properties' Customer Service Strategy

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. 

When it comes to little things…the sky’s the limit at Delta

Delta logoJohn 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.

Playing at the top of your game—every time!

top of your game

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.

Speedy Customer Service Wins Business

SpeedSome 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. 


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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?