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April 2015
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Metro Bank London....From Zero to $5.7 Billion in 4½ Years


My focus in this newsletter is on Vernon Hill, Founder of Metro Bank London. (www.metrobankonline.co.uk) Funded 95% by Americans with $1.2 billion ( I am one of them) He founded Commerce Bank in the US in 1973 (the 20,000th smallest bank in the US to the 18th largest bank in the US before selling in 2007. All built around customer service. No money spent on advertising. (If you had invested money at the start, your return on investment would have equaled 470 times).

How do they do it? Click here to read the blog post

Special Pricing on Coaching for Success

Coaching for Success has special pricing through April 30th. The Facilitator kit is $1,199; participant kits are $95 each.  The start up special for 15 participant people is discounted to $2,500.  We will throw in 10 extra participant kits worth $950 FREE with your first order. If you prefer our channel partners to facilitate the program for you it is only $200 a person. All of our products have a money back guarantee with no time limit. This means you can train your managers with Coaching for Success and if for any reason at any time you are unhappy with the results just return the material for a complete refund. In 45 years we have had 2 refunds totalling less than $800.

This is a one-day seminar for managers and supervisors. SQI channel partners can help you facilitate the program or you can buy the user-friendly leader guide and 2 DVD's and implement yourself. Click here for the brochure.  Visit our web site to see a segment of the leader guide, video, participant manual, technique card, certificate of accomplishment and performance standard. http://store.customer-service.com/index.php/programs-for-managers/coaching-for-success-overview.html

Employees are driven by recognition. They want to feel valued and loved. A paycheck just gets them to come to work. If you want high performing employees all managers and supervisors need to learn how to coach and when the person does not respond terminate. I believe that many organizations have at least 10% of their employees who are not effective, have mentally died on the job and are creating cancer in your organization. When the skills we teach in Coaching for Success do not work its time to help the employee find another job.

You will love the program. The video is exceptional. The scripting and talent was outstanding. The packing is always a "10" from SQI. The participant manual is 8 1/2" x 11" perfect bound 4-color manual. The Instructional Design is exceptional. We develop programs to change behaviors and attitudes and teach the skills so critical to success. The basics are always hard to master. We excel at teaching fundamentals. I personally do a lot of snow skiing. Last month I asked a close friend and elite skier to watch my skiing and give me suggestions on how to improve. He did but it is NOT easy to master the fundamentals he shared with me. Very hard to implement what you know. Review the Instructional Design brochure here.

Customer Service Performance Standards Available Electronically - The Software is free.

THIS IS READY FOR IMPLEMENTATION. ALL CUSTOMERS WHO WANT TO be sure of the results of our programs can use this free software. If an employee goes  through any programs of SQI the software can be used to identify their customer service performance based on BEHAVIOR AND ATTITUDES. It focuses on the skills we teach in the program they went through. The software will track their participation with each program and measure their performance over each program. The software can be installed on your computers or you can use SQI's.

Companies spend a lot of money on surveys and mystery shops. We are focusing on the leading edge skills and behavior we are teaching in the programs clients use.



John Tschohl
Service Quality Institute
Minneapolis, Minnesota 55420
Office 952-884-3311
Cell 612-382-5636

In this issue

»Metro Bank London....From Zero to $5.7 Billion in 4½ Years
»Coaching For Success
»Customer Service Performance Standards Available Electronically

John Tschohl, President Service Quality Institute

  • In The Media:

» Focus, Focus, Focus - Call Center Times

» Effective Leadership vs. Management Retail Observer

» John Tschohl Speaking - Sberbank Corporate University 

» What's Your Definition of Service? - Retail Observer

» Being Proactive - Call Center Times

» Take Action and Move Up - Retail Observer

Certification Seminars:

September 14, 2015 Minneapolis, MN - Feelings (Certification)
Sign up here

September 14-16, 2015 MInneapolis, MN - Certified Customer Service Leader (CCSL)
Sign up here

September 14-17, 2015 Minneapolis, MN - Certified Customer Service Trainer (CCST)
Sign up here

September 16-17, 2015 Minneapolis, MN - Leading Empowered Teams (Certification)
Sign up here

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