When it comes to customer service, we all want to "get out" quickly and get back to our lives. This is what really matters in customer service...
Having trouble with this email? View this online

June 2017


Today, everything is moving fast.  Customers seem to want whatever they need or want… NOW.  They don’t want to wait.  They are expecting you to take immediate action to make sure that they are on their way as fast as possible.  

Every day I read articles on Speed. A survey of customer care leaders and a group of IT professionals found that while service quality is very important, the speed of service still trumps all other aspects of customer service.

The problem most organizations have is employees have a slow mindset. In addition, company policies and procedures are often cumbersome, out of date, and not customer friendly. Companies tend to be rule driven. While everyone except customers love rules and policies, you have to keep in mind that not every customer is the same, plus bad and weird things happen every day.

Some firms, like Amazon, have mastered speed to the point that their competitors are having trouble keeping up with them. Firms are finally realizing that changes have to be made to satisfy their customers.  To do nothing is not an option.

Mark Fields was let go as CEO of Ford in May. Chairman Bill Ford said, "We have to move faster and we have to trust people to move faster. We need speed and the new boss needs to take hard actions."

Millard "Mickey" Drexler, 72 year old chairman and chief executive of J. Crew Group, who just stepped down in June said, "I've never seen the speed of change as it is today."

One of the core elements of great service is SPEED. Speed involves using tools and techniques to dramatically reduce the time needed to complete a task while still placing a high importance on the level of quality. Do not sacrifice the quality of a project or task just to go faster. That is not Speed. Speed does not forgo quality for the sake of finishing faster.

Apple has both technology, and service, based on speed. They are the number one brand in the world and are worth over $800 billion. They now have $256 billion in cash on hand. Sales for the quarter ending April 1 were $52.9 billion, with $11 billion in profit. In addition to having great products, the customer service and speed in their stores is a "10".

Service Quality Institute has a program called Speed. You can view all parts of the program on our website. The program includes video, leaders guide, participant book, technique card, certificate of completion, and performance standard.

The Introductory Kit for 25 participants is only $1,299. This includes the 2 videos, leaders guide and 25 participant kits. Additional participant kits are $17 each.

“When it comes to customer service, we all want to “get out” quickly and get back to our lives. When customers contact you needing help, speed counts in getting them where they’d like to be.” –John Tschohl

What's New With Service Quality Institute?

SQI's New Online Learning Certification Available

Building a culture of service excellence within your business requires an individual and coordinated effort from every echelon in the corporate structure from sales associates, to quality control, to management.   The Service Quality Institutes’ innovative online certification courses are designed to cultivate a general standard of exemplary service by empowering each employee with the tools needed for consistent success in their daily interactions. 

Service Quality Institute originally created this for St. Cloud State Universitys’ Center for Continuing Studies. We are proud to offer our unique and flexible online certification courses.  These sessions are available as complete certification programs or individually, so you can address your business’ specific needs in customer service.

We have 14 online learning courses for you to choose from and if you choose any 8 you receive Certification and a $392 discount.

In The Media

How to Increase the Value of Your Company by 25 Percent 
The Retail Observer

Agency Sales - Not Fault Problem
Agency sales

VDTA - Flooring- Want Answers

Hard Work
Call Center Times

Standing Still Can Kill Your Business The Importance of Ongoing Training
Africa Print Journal

Read More Articles Here

The 14 sessions are:

  1. Quality Service Definition
  2. Customers and Their Decisions
  3. Understanding Customer Interactions
  4. Exceeding Customer Expectations
  5. Working as a Team
  6. Feedback
  7. Empowerment
  8. Employing the Strategy of Speed
  9. The language of Positive Communication
  10. Effective Communication
  11. Effective Telephone Techniques
  12. Handling Complaints and Service Recovery
  13. Service Attitude and Mindset
  14. Quality of Work
It will play on mobile devices. Each of the 14 courses have a substantial amount of live video in the course. We can rebrand the 14 courses with your logo and background color for only $250.

Software to Measure Results - New FREE

We have added new software in English and Spanish you can use to evaluate the performance of any employee going through one of our programs. For video and printed instructions click here

The customer service performance standards measure the behavior we are teaching and will help verify the participation for each session of our programs. What you inspect, you get more of. The software is free to any client using our programs.

Train Your Entire Workforce In Only 12 Sessions!

We have just upgraded the Service First Video Library with a 2017 Copyright. With the Service Quality Institutes’ innovative Service First Video Library, you get 12 short 15 minute DVD’s. Your associates will learn the interpersonal communication skills needed to navigate each customer interaction effectively.

SFVLYou can go in any order you want.  You can train your entire staff for only $199 a month for 10 months or just one payment of $1,697. Individual videos are $225 each. It comes with unlimited use of the facilitator and participant material. There are no recurring costs. Click here or Call for more information.

Expanding Across the World

We need your help finding channel partners in the world who are passionate about customer service who would like to represent SQI in their market. It could be a company or an individual. For example, in Ethiopia, we have Ethiopian Airlines, which is owned by the government as our Consultant and they’re doing a great job. Our products are in English, Spanish, Russian and Chinese.

We will give you a FREE Service First Video Library for each person you help us recruit and get signed up in June as a Licensee, Distributor, Consultant or Representative. An investment for inventory is required.  This year we want to add 50 channel partners across the U.S. and world. For more information click here.

John Tschohl
Service Quality Institute
9201 E. Bloomington Freeway
Minneapolis, Minnesota 55420 USA
Office 952-884-3311
Cell 612-382-5636

Copyright © 2017 Service Quality Institute. All Rights Reserved.
Service Quality Institute, 9201 East Bloomington Freeway Minneapolis, MN 55420