Maintain your customer service edge

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John Tschohl

John Tschohl

John Tschohl, called the “guru of customer service,” by USA Today, Time and Entrepreneur magazines, is a best-selling author, service strategist and president of Service Quality Institute.

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How to Quantify the Economic Impact of a Customer Service Model

John Tschohl, called the “guru of customer service,” by USA Today, Time and Entrepreneur magazines, is a best-selling author, service strategist and president of Service Quality Institute. John is a regular contributor to the Desk.com Blog Expert Corner series.  Customer service research firm TARP (Technical Assistance Research Program) developed two statistical models that monitor service by documenting value/ROI… Read more »


Cultivate Loyal Customers: The Value of Defection Management

John Tschohl, called the “guru of customer service,” by USA Today, Time and Entrepreneur magazines, is a best-selling author, service strategist and president of Service Quality Institute. John is a regular contributor to the Desk.com Blog Expert Corner series.  Businesses commonly lose 15-20% of their customers each year, but when you cut this in half, the average… Read more »


How Great Customer Service Helps Retain Great Employees

John Tschohl, called the “guru of customer service,” by USA Today, Time and Entrepreneur magazines, is a best-selling author, service strategist and president of Service Quality Institute. John is a regular contributor to the Desk.com Blog Expert Corner series.  As you know, attracting, hiring and training employees are time- and labor-intensive endeavors. So the last thing you… Read more »


Wal-Mart vs. K-Mart: Who Has Better Customer Service?

John Tschohl, called the “guru of customer service,” by USA Today, Time and Entrepreneur magazines, is a best-selling author, service strategist and president of Service Quality Institute. John is a regular contributor to the Desk.com Blog Expert Corner series.  “Satisfied, loyal, repeat customers are the heart of Wal-Mart’s spectacular profit margins,” Wal-Mart founder Sam Walton once said…. Read more »


Stand Out From Competitors With a Customer Service Strategy: How Delta Dental Did It

John Tschohl, called the “guru of customer service,” by USA Today, Time and Entrepreneur magazines, is a best-selling author, service strategist and president of Service Quality Institute. John is a regular contributor to the Desk.com Blog Expert Corner series.  Today the Delta Dental Plan of Massachusetts offers their customers a “Guarantee of Service Excellence.” This customer service… Read more »


From Your Lips to Customer’s Ears: Is Your Customer Service Just a Lot of Talk?

John Tschohl, called the “guru of customer service,” by USA Today, Time and Entrepreneur magazines, is a best-selling author, service strategist and president of Service Quality Institute. John is a regular contributor to the Desk.com Blog Expert Corner series.  I’ve found a whopping 70% of customer service initiatives are actually only lip service. It boils… Read more »


3 Effective, Long-Term Customer Service Strategies

John Tschohl is a recognized customer service expert drawing from years of experience sharing methodologies, tips and best practices. This is one in a series of articles from John that we will feature in the Expert Corner on the Desk.com blog.  The immediate nature of customer service (“I need a replacement part now!”) — plus corporate emphasis… Read more »


Don’t Put Customer Service on Hold: How to Make Great Money with Great Service

As Arthur Blank, co-founder of Home Depot said, “We’re in the relationship business, not the transaction business.” Few retailers understand the power of this thinking. If they did, they would see that profit varies in direct proportion to degree of customer satisfaction. When you do something for a customer, even a simple refund or deduction, you are rewarded with far more than the cost of providing the service – your gain is almost certainly future business attributable to the good will your gesture engendered.


Know Your Customer, Know Your Service Strategy

Why is it so important to understand your different customer groups and tailor an optimal mix and level of service for them? Provide too little service or the wrong kind and customers may switch to the competition. Provide too much service, even the right kind, and your company might price itself out of the market and struggle to balance the books at the end of the year.


Swamped with Customer Complaints? Congratulations!

John Tschohl is a recognized customer service expert drawing from years of experience sharing methodologies, tips and best practices. This is one in a series of articles from John that we will feature in the Expert Corner on the Desk.com blog.  How to turn customer problems into a continuous improvement effort. A quality service system can deliver… Read more »


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