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SOURCE Service Quality Institute
MINNEAPOLIS, Dec. 11, 2013 /PRNewswire/ -- Companies can make more money when they empower employees to make decisions that create over happy customers, said John Tschohl, who presents strategic keynote speeches about customer service to companies worldwide.
"Employee empowerment is defined as allowing employees to make fast decisions -- on the spot -- in favor of the customer. Empowerment is the single most difficult skill to get employees to utilize. That's a problem for businesses and government because if you don't have empowered employees, you will never be a service leader," said Tschohl, author of "Empowerment: A Way of Life."
"It is critically important for businesses to give employees the power to make decisions on the spot because one policy can't cover everything. There are too many weird things that happen every day. The best news is that most decisions will cost the company less than $50 which is a pittance when you consider the lifetime value of the customer and the good will that empowered decisions can make," said Tschohl, described by Time and Entrepreneur magazines as a customer service guru and service strategist.
"But employees are afraid to make empowered decisions on their own – regardless if the company actively supports empowerment," said Tschohl, president of Service Quality Institute. There are three key reasons employees don't take initiative to solve problems:
Companies need to adopt an employee empowerment plan.
"If employees knew their jobs were to create happy customers, the company will grow faster. By empowering employees, you can build market share and market dominance. You will have over happy customers. And you will make more money," he said.
To hire John Tschohl to speak at conferences, go to http://www.JohnTschohl.com/
About John Tschohl
John Tschohl, internationally recognized service strategist, is founder and president of Service Quality Institute in Minneapolis, Minnesota.
Dynamic, hard-hitting, and inspirational, Tschohl has been featured on ABC, CNBC, and PBS and in articles in newspapers and magazines in almost every corner of the world. He creates an emotional buy-in, using measurable data that CEOs respond to and that result in improved productivity and customer service.
About Service Quality Institute
Service Quality Institute is the global leader in helping organizations attract and keep customers, build market share, improve the performance of the entire workforce, and create a culture of delivering superior customer service.
For more information, go to http://www.customer-service.com
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