Author Bios
John Tschohl, the internationally recognized service strategist, is founder and president of the Service Quality Institute in Minneapolis, Minnesota. Described by USA Today, Time, and Entrepreneur as a “customer service guru,” he has written several books on customer service and has developed more than 26 customer-service training programs that haves been distributed throughout the world. John’s monthly strategic newsletter is available online at no charge.
Social networks share customer complaints around the world, so you must empower your frontline employees to do whatever it takes to satisfy your customers, immediately.
Some are tyrants, others buddies, but neither of these styles makes a good boss.
Communications technology is often used at the expense of customer service - but it doesn't have to be.
