Advertising will get a customer through the door to your business once, but it is service that will keep them coming back. Advertising is aimed at the masses customer service is aimed at the individual. Service recovery creates word-of-mouth advertising that is 100 times cheaper and more powerful than traditional advertising.
More Quotes from John Tschohl:
Making empowered decisions means taking risks. Many employees fear being reprimanded, or even fired, for making what management might view as a bad decision.John Tschohl
Service recovery doesn't end when you solve the customer's problem. Give her something of value that excites her. Every company has products or services that have value in the eyes of the customer that don't cost the company a lot of money. Identify five or ten products or services your organization has that you could give away when your organization makes a mistake. Vail Resorts has a system in place that provides free drinks when the ski lift shuts down for a few minutes and free lift tickets when it's down for more than 15 minutes.
John Tschohl
They think customers are liars and cheats and, if given the chance, will rip off the company. To prevent that from happening, they develop ridiculous rules, policies, and procedures.
John Tschohl
They fear that, if employees are empowered to make decisions, their roles in the organization will be diminished or eliminated.
John Tschohl
What we're talking about is improving customer service. Virtually any company can benefit from this.
John Tschohl
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Based on Topics: Advertising Quotes, Service QuotesBased on Keywords: word-of-mouth
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