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.
More Quotes from 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
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
Without empowerment, an organization will never be a service leader. Empowerment is the most critical skill an employee can master and a company can drive in order to lureand keepcustomers.
John Tschohl
What we're talking about is improving customer service. Virtually any company can benefit from this.
John Tschohl
Recognition is another important element of empowerment. Employees who make empowered decisions should be recognized and rewarded. Celebrate them. Feature them in the company publication. Give them a prime parking spot near the front door for a week. Throw a pizza party. By doing so, you are sending a message to the rest of the workforce that empowerment is important.
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
Readers Who Like This Quotation Also Like:
Based on Topics: Chance QuotesTech executives have historically been owners of significant portions of their companies' stock so there is a propensity for them to diversify as a rule.
David Coleman
The generous way of putting it is that we were not ready for this. The less generous way is to say: How was it possible to return to the politics of appeasement of the 1930s?
Paddy Ashdown
The issue for us is rebuilding a governing majority that is comfortable with differences that can transcend the divisiveness and unify behind the principles that we know our party has succeeded on.
Eric Cantor