Published Customer Service Articles
2012Customer Service Articles
5 Problems Solved
Business News DailyHow Companies Can Create A Service Culture
Star TribuneHigh Tech High Touch
Retail Observer2011 Customer Service Articles
Open Letter To NetFlix
My DVD InsiderHigh Tech High Touch
Customer Think7 Secrets To Super Customer Service
CNN Money/em>Small Business Saturday Tips
Daily Herald, Bellevue, WABlack Friday Shopping Strategies
SheKnowsShopping.comEmpower Your Employees...Your Business Depends On It
MSN Business on MainHow Can You Motivate Your Employees To Be More Productive?
4 Hoteliers - Hospitality, Hotel, and Travel NewsDump Your Bank Day: Can consumers put a serious dent in big banks?
Christian Science MonitorStuck on a plane, fliers have few options
MarketWatchDoing More With Less
Call Center TimesHow To Motivate Employees To Be More Productive
Retail ObserverLife Lessons Excerpt
Real SimpleDoes Your Bank Want You Off Their Books?
Fox BusinessYou Can't Hide Bad Service
Call Center TimesBank loyalty fading on fees as customers take accounts elsewhere
Denver Post9 Ways Supermarkets Suck You In
Daily FinanceB of A Should Take a Page from Vernon Hill
Bank Fees Are Irking Customers
Sun HeraldInterview - Commercial Director 09/2011 (Russian)
Citibank is next with a new banking fee
Los Angeles TimesBanks Going the Way of Airlines, Netflix, With Debit Fees
Bank Systems TechnologyEmpowered Employees Create Happy Customers
All Business.com4 Roadblocks On The Road To Small Business Empowerment
Lendio BlogCustomer Service Myths: If you Believe Them You're In Trouble
Promotional Products BusinessCrowdsourcing
Brainity.ru(Russian>HR Brand- Dialogues
HRBrand.ru(Russian>How Do You Rate As A Boss?
Call Center TimesWho Controls Your Destiny?
The Retail Observer, September 2011Cutting Costs While Improving Customer Service"
Brainity.ru(Russian>Is It The e-Service Era?"
Brainity.ru(Russian>How To Achieve Delivering Great Customer Service
Modern Restaurant Magazine, June 2011(Russian)A Winning Strategy: Create a Service Culture and Watch Your Sales Soar
Retail Observer August 2011Success Formula "I myself"
Review "Empowerment: A Way of Life" BFM.ru(Russian)Achieving Excellence Through Customer Service
Review Digest Kyivstar(Russian)Article on Low Customer Service in the Far East(Russian)
First Class Customer Service (Review: "Achieving Excellence Through Customer Service"
Bankir.ru(Russian)Review of "Empowerment: A Way of Life"
Facebook(Russian)Review - "Empowerment: A Way of Life"
Bizbook.ua (Ukraine)(Russian)"Empowerment: A Way of Life" listed among 2011 most interesting books
BoffoBooks.ru(Russian)Service Recovery: A Powerfull Tool for Success
HR Brand (Russian)HR Branding of the Future: How Companies Will be Recruiting and Keeping Employees in 2015
HR Brand (Russian)Say Yes. Don't Say No.
HR Brand (Russian)Line Managers Leadership Development
Human Potential Magazine 2011 (Russian)Empowerment - Book Review
Spring 2011 - IICM Credit FocusReduce Costs and Improve Morale
June 2011 - Retail ObserverCompetitiveness Benchmarking
May 2011 - Brainity (Russian)Technology and the Human Touch
May 2011 - Retail ObserverCustomer Service Myths (Russian)
April 2011 - Expert Club PulsetTechnology and the Human Touch
April 2011 - Call Center TimesCustomer Service Myths: If You Believe Them, You're In Trouble
April 2011 - Retail ObserverCustomer Service Myths: If you Believe Them, You're in Trouble
March 2011 - Call Center TimesEmpowerment as a Way of Life
March 2011 - Brainity.ru (Russian)Customer Service Myths: If You Believe Them, You're in Trouble
March 2011 - 4Hoteliers.com (English)John Tschohl Featured in Strong-Man.ru Publication
March 2011 - Strong-Man (Russian)Russian Business Seen by an American
March 2011 - Pulset-Club (Russian)Effective training and development tools for sales reps
February 2011 - HR BrandKeep Those Complaints Coming
February 2011 - Retail ObserverHiring: no formal approach!
February 2011 - Expert Club Pulset (Russian)Build A Great Team: Hire for Attitude, Train for Skills
February 2011 - Brainity (Russian)No New Year's resolutions and plans but real goals to change things for the better
January 2011 - Brainity (Russian)Keep Those Complaints Coming
January 2011 - Media ReleaseIf You Don't Believe Me, Believe Them
January 2011 - Retail Observer2010 Customer Service Articles
Empowerment Role Models
December 2010 - 4HoteliersQ and A: Investing in human resource is key to improving service delivery -- Customer Service Expert
December 2010 - SundaytimesFive Questions with... John Tschohl
December 2010 - Inventors DigestRemoving Road Blocks
December 2010 - Excellence400 Trained in customer care
November 2010 - The New Times - RwandaRemoving the Roadblocks
November 2010 - Retail ObserverWhat customers back? Treat them well
October 2010 - Post-gazetter.com - BusinessJetBlue campaign jabs rivals' fees
October 2010 - USA TODAY - MONEYService Recovery: A Great Return on Investment
October 2010 - Retail ObserverCustomer Service will drive success
April 2010 - Siemens Industry JournalA Tale of Three Investments and the Power of a Service Strategy
September 2010 - Retail ObserverChanging the Way You Work
July 2010 - Retail ObserverSix Steps of Customer Service
June 2010 - Call Center TimesA Lesson in How "Not" to Win Customers
June 2010 - Retail ObserverComplaining 101: Make Your Gripe Heard
May 2010 - MSN MoneyNational Economic Newspaper - Belarus
April 2010 - In RussianWhat is Your Dream?
The Retail Observer May 2010No Job Is Safe
The Retail Observer April 2010Bad Bosses: Don't Be One
The Retail Observer March 2010Empowerment: is it a myth?
The Retail Observer February 2010Don't Hire Employees Who Don't Like People
The Retail Observer January 2010
2009 Customer Service Articles
6 Steps of Customer Service - Master these and you will succeed
Better your company by following these 6 easy steps
The Retail Observer December 2009Kagame calls on business leaders to change mindset
John Tschohls presentation on Achieving Excellence Through Customer Service has Rwanda's top leaders looking to improve customer service throughout the country.
The New Times - Rwanda's First Daily, December 05, 2009.Managing For Success - Elevating Your Level of Customer Service
Superior people handling skills aid the bottom line.
Investors Business Daily, November 30, 2009.Create a Service Culture - You will be Rewarded
The Retail Observer November 2009.John Tschohl in La Prensa Grafica - El Salvador
Front page article in Spanish on John Tschohl in La Prensa the largest newspaper in El Salvador. From his Service Strategy seminar on October 16.
Article Date: Ocober 23, 2009John Tschohl in La Prensa Grafica- El Salvador
Front page article in Spanish on John Tschohl in La Prensa the largest newspaper in El Salvador. Before his Service Strategy seminar on October 16.
Article Date: Ocober 15, 2009Social Networking - Will it Create More Sales?
Social Networking Article by John Tschohl. The Retail Observer October 2009.
The Oceanaire: A Customer Service Role Model
Article on Customer Service by John Tschohl. The Retail Observer October 2009.John Tschohl featured in full page article in La Prensa Grafica newspaper in El Salvador.
It is in Spanish. On October 16 John is doing a one day seminar, Service Strategies for an Economic Impact - The Wow Effect in El Salvador. About 150 top executives from throughout Central America are attending.John Tschohl In Romania. Video Interview - September 24, 2009
John Tschohl had an exclusive interview with Newchannel ro in Bucharest, Romania before his major Customer Service Conference. About 100 of the leading companies in Romania attended his public seminar sponsored by SQI RomaniaThe Times (S. Africa), September 5, 2009
Increase the odds of a job, John Tschohl comments on employee attitudeTime, September 3, 2009
The Airlines' Customer-Complaint Lines: No AnsweUSA Today, August 19, 2009
John Tschohl in USA Today on Service Recovery with Continental AirlinesSales and Service Excellence, July 2009
Customer Experience: Create Great Ones or Recover FastBoost Your Bottom Line, August 3, 2009
John Tschohl shares secrets to an effective employee suggestion program.Qatar Press Release, August 2009
Al Raya Newspaper QatarThe Retail Observer, August 2009
"Don't Run From Complaining Customers"
USA Today, July 29, 2009
John Tschohl quoted in USA Today the largest newspaper in the U.S.
Customers say hotel service improves despite cost cuts.USA Today, Jaunary 14, 2009
"Fliers' Complaints on Upswing"
USA Today states John Tschohl as the "Guru of Customer Service"The Retail Observer, July 2009
"Bulletproof your Job"First Rate Customer Service, June 2009
"Respond confidently to customer complaints"First Rate Customer Service, June 2009
"Overcome limitations"The Retail Observer, May 2009
"Service Recovery - What to do when you've made a mistake"Business Review - Key Bank, Spring/Summer 2009
"Service with a Smile"Lawn and Landscape, May 2009
"Service Check"Sales and Service Excellence, April 2009
"Customer Friendly - Get rid of all that is not"Retail Observer, February 2009
"Is Money a Motivator, No!"Emprende Revista, January 2009
"Email Marketing"Human Resource Management, January 2009
Russian Magazine
Bankstocks.com, January 7, 2009
"On Customer Service: To Destroy Value, Skimp on Employee Training"Retailnologies e-Magazine, January 2009
"El Guru del Servicio al Cliente"2008 Customer Service Articles
Emprende Revista, Diciembre 2008
"Consejos Del Guru Mundial Del Servicio al Cliente"Sales and Service Excellence Magazine, August 6, 2008
"Tough Action - Don't Try to Motivate People"HR Management Magazine, April 2008 - Russia
"Train, Educate, Reward!"General Director Article in Russian, April 2008 - Russia
Entreprenur Articulo Febrero - Spanish
2007 Customer Service Articles
Sales and Marketing Management, December 2007
Russian MagazineSekret Firmy (Corporate Secret) Magazine - Russian
Press Release on Euroset, in Russia.
Entrepeneur Magazine Article, August 2007
Entrepeneur Russia Magazine featuring John Tschohl
