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Moving Up in your Company

Hi, I’m John Tschohl, president of Service Quality Institute. I’d like to talk to you about our new program “Moving Up.” This is the leader’s guide, the facilitator manual that’s both idiot proof and goof proof. I believe that approximately two thirds of our workforce just show up. People put in kind of what they … Read more

Handling Irate Customers & Difficult Situations

It’s a tough job but somebody’s gotta do it. Facing off with a screaming, unreasonable, irrational customer represents the ultimate test of any employee’s service skills. It can take you to your breaking point if you are not aware and careful. Staying grounded and above the fray requires you to find inner strength, and persevere beyond … Read more