Statistics of a Strong Service Culture
Service Quality Institute
by John Tschohl
2w ago
There are so many financial benefits to creating a real service culture. You dramatically increase the value of the business. Significantly more than any competitor. Sales will be light years ahead of your competition. Market share will have a dramatic increase. With COVID finally going into hiding it is time for organizations to dramatically improve their customer service. I believe customer service is worse today than when I developed Feelings in 1979,  the first customer service program ever developed in the world. Most US CEOs live in a make-believe world. About 90% of CEOs in the US ..read more
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Ethiopian Airlines Soon to be the Most Customer-Centric Airline in the World
Service Quality Institute
by John Tschohl
2M ago
I was in Ethiopia for 6 days in November doing service strategy seminars for the Ethiopian Airlines leadership team, key employees and the executive team. They want all their employees to be Customers Oriented, Not Task Oriented. About 2,500 employees attended my seminars in their 500-seat auditorium. We then trained 50 selected leaders to facilitate 3 of our customer service programs. Empowerment, Speed and Loyal for Life (Service Recovery). All 3 programs are branded with a message on the back cover of the participant book by Mesfin Tasew. CEO. Murtaza Versi, our top Distributor in Tanzania ..read more
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Has Customer Service Disappeared Because of COVID?
Service Quality Institute
by John Tschohl
3M ago
When COVID hit the world in March 2020 the world was shut down, and customer service vanished. Was it because of COVID or because companies were thinking only of survival? When I wrote Feelings in 1979, the first customer service program ever developed in the world. I saw organizations spending millions on advertising trying to lure customers to their place of business. I could never understand why companies didn’t deliver great customer service. I released Feelings in January 1980 based on a very simple concept. When you get great service you come back and bring your friends. When you get lou ..read more
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Awesome Customer Service from the US Post Office
Service Quality Institute
by John Tschohl
4M ago
We like to bash the government, but I think recognition and applause are needed when we encounter awesome service. I was on the public tennis court on a Thursday in Bloomington at about 3 PM when my former mailman, Scott Pelton, got out of his delivery vehicle and approached me. He had a package from Switzerland that had arrived Monday at my former office. I moved 13 months earlier. He had been looking for me for 3 days and had given up and sent the package to be returned. Scott was excited to see me (the tennis court is only a few blocks from my old office). Scott called the US Post Office w ..read more
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New Programs and Upgrades of our Customer Service Programs
Service Quality Institute
by John Tschohl
5M ago
Service Quality Institute is spending a lot of money and time upgrading our programs, so you have the best material in the world to use. Leading Empowered Team for An Awesome Customer Experience I have spent the last several months upgrading the two-day seminar. The focus is on Empowerment, Coaching & Feedback, Teamwork, and How to Create a Better Customer Experience. Pat Porras, our top trainer who does our Certification Seminars helped me with the updates. Most clients prefer SQI channel partners facilitate. Reach out to Carmen Velasco for Latin America at Carmen@servicequality.com and J ..read more
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Is Training Employees on Customer Service Really Necessary?
Service Quality Institute
by John Tschohl
5M ago
Most organizations are reluctant to spend the time and money training their employees on customer service. In the world, most employees are young. Employee turnover averages 20-30% in most companies. The fear of training an employee and then they leave in 60 days discourages most companies from investing in the education of their employees. There are virtually no high schools, colleges, or technical schools that teach the skills of superior customer service. Almost all previous employers have not spent any time or money training employees on customer service. This means almost all the new empl ..read more
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Why is Great Customer Service So Hard to Find?
Service Quality Institute
by John Tschohl
7M ago
I have never figured out why so few firms deliver great service. In 1979 I wrote the world’s first customer service program because customer service was awful. Feelings was released in January 1980. Customer service probably is worse today than when I started. All firms in the US believe they deliver great service. Almost everyone in the US believes customer service sucks. The CEO’s never experience what happens during the day and how ineffective most employees are at handling customer service. These firms are unwilling to spend the money to train their staff to deliver awesome service. Instea ..read more
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Speaking Tours in Georgia and Azerbaijan
Service Quality Institute
by John Tschohl
8M ago
I just returned from speaking tours in Tbilisi, Georgia and Baku, Azerbaijan. Both are beautiful countries. Nice people and great food. This is my first visit to both countries. Georgia is on the Black Sea right beneath Russia, and next to Armenia, Azerbaijan and Turkey. The government of Georgia and their Tourism Administration invited me to do a seminar on customer service for several hundred key leaders in tourism. Salome Kvaratskhelia with Georgia Tourism invited me. My vision is to help Georgia be known for great customer service, not just great food and views. Tata Cholaria is my partne ..read more
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Amazon and Home Depot 2021 Annual Reports
Service Quality Institute
by John Tschohl
9M ago
Two service leaders worth following are Amazon and Home Depot. You can learn a lot from their annual reports. I believe you learn from the best. Two firms worth benchmarking yourself against. Your leadership team should study the thinking and execution of plans laid out in the report. Amazon Andy Jassy President and CEO Andy Jassy is the new President and CEO of Amazon. He has been there 25 years. Jassy said, “In every business we pursue, we’re experimenting and inventing. We’re divinely discontented with customer experiences, whether they’re our own or not. We believe these customer experienc ..read more
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The Power of Service Recovery
Service Quality Institute
by John Tschohl
10M ago
Everyone screws up. The problem is what you do to keep the customer from defecting. Often “I am sorry” will work. If you have a monopoly “I am sorry” is fine. Most of us have competition and the cost of losing a customer is huge. Very few people know the cost of a defection so if you have a bank, retail store, gym, hair salon, or thousands of other businesses what is the real cost of losing a customer? In my book, Achieving Excellence Through Customer Service I talk about the defection strategy. In my book Loyal for Life and Service Recovery Training Program, Loyal for Life I teach you how to ..read more
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