9 Steps to a Service Culture

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Never has customer service been as critical as it is today. That became apparent during the pandemic, when millions of people around the globe relied on businesses that could provide what they needed to survive—personally and professionally—and as quickly as possible.

John Tschohl, president and founder of the Service Quality Institute, has been preaching the importance of customer service to clients throughout the world for several decades. In order to distinguish you and your business from your competitors, he says, it is imperative that you create a service culture that runs throughout your company, from frontline employees to the CEO.

Tschohl has developed what he describes as the “nine principles of creating a service culture.” A service culture, he says, focuses on doing whatever it takes to satisfy the customer in order to attract new customers and retain current customers.