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SOURCE John Tschohl
MINNEAPOLIS, Feb. 18, 2014 /PRNewswire/ -- Every business makes mistakes with customer service. "The smart ones know how to turn a customer with a problem into a customer for life," according to John Tschohl, author of "Loyal for Life."
"Customer retention is all about creating loyalty and a fan base. Customers will come back more often. Their loyalty is greater when they have experienced service recovery," said Tschohl, president of Service Quality Institute.
"Less than 2 percent of companies use service recovery techniques. That's really bad," said Tschohl, described by Time and Entrepreneur magazines as a customer service guru and customer service strategist. "Many companies and most employees run for cover instead of solving the problem. Many employees will pass the buck or they will lie because they don't want to confront the customer."
The problems are only getting worse thanks to social media. If customers aren't happy, they'll post the problem on Twitter and Facebook.
"Companies spend a fortune on marketing. But they don't spend a dime teaching front-line employees to keep the customer from defecting," said Tschohl, who presents strategic keynote speeches on customer service topics to companies worldwide. "Wouldn't it be better to spend that money on training employees to handle problems in the first place?"
The most important person is the person who has direct contact with the customer. Unhappy customers won't call the company president. They will talk to whoever is in the store or who answers the phone. Those people need to follow the 5 Golden Rules of Customer Retention that can take a customer from hell to heaven in 60 seconds or less.
"While I find it hard to find examples of companies doing this well, here are two companies that stand out from the pack," he said.
"Very few companies understand that," he said.
To see other training programs, go to http://www.customer-service.com
To hire John Tschohl to present keynote speeches on employee training, go to www.JohnTschohl.com
About John Tschohl
John Tschohl, internationally recognized service strategist, is founder and president of the 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 results 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 information, go to http://www.customer-service.com
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