Making empowered decisions means taking risks. Many employees fear being reprimanded, or even fired, for making what management might view as a bad decision.
More Quotes from John Tschohl:
They fear that, if employees are empowered to make decisions, their roles in the organization will be diminished or eliminated.John Tschohl
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.
John Tschohl
It 's solving a customer's problem or complaint and sending him out the door feeling like he has just done business with the greatest company on earth. It's taking an unhappy customer from hell to heaven in 60 seconds or less.
John Tschohl
You can't tie employees' hands with cumbersome policies and procedures and expect them to provide exceptional service. It's also important to let employees know that it is OK to make a mistake in the process of working to win customer satisfaction.
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
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: Danger & Risk Quotes, Decision Making QuotesBased on Keywords: reprimanded
Japanese naval officers in dress whites are frequent guests at Pearl Harbor's officers' mess and are very polite. They always were. Except, of course, for that little interval there between 1941 and 1945.
William Manchester
It's part of the calling to at least do a few songs in the show that give people some hope. There's so much hurt in this world and... music is such a great healing balm and a great way to forget your troubles.
Ricky Skaggs
Divorce is the one human tragedy that reduces everything to cash.
Rita Mae Brown