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September 2015
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Mexico - SQI's Top Channel Partners
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Oscar Marcos Gomez, Director of CREA, is one of our leading channel partners in the world. He has made a significant impact in Mexico and Latin America. He lives in Mexico City and is a Distributor for SQI. Oscar is working with Autobuses de la Piedad S. A.de C.V and Nissan Mexicana S.A. de C.V. His website is: www.crea.com.mx He you want to create a service culture in Mexico or join our team Oscar is willing to help. 

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Sergio Flores, President of Service Quality Institute Latin America, has been with SQI since he was 19 years old. He started with SQI 19 years ago. He lives in Mexico City and Guatemala. Sergio is a genius at marketing. He is better than anyone I have worked with in the world. He covers all of Latin America and has more Consultants on his team than anyone else in the world. Sergio has conducted more Certification Seminars across Latin America than anyone else. Visit his website http://www.servicequality.net 

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Jose Luis Acevedo, Generale Manager of Plus Consultores in Guadalajara Mexico, joined me in 1993 on my first Seminar I did on customer service in Guadalajara. One of the most beautiful cities in Mexico. Over the years Jose Luis has sponsored more of my service strategy seminars in Mexico than anyone else. In August he was responsible for my keynote presentation for ICOMEX in Mexico City. Jose Luis has a variety of major clients in Mexico using our programs. His web site is: http://www.plusconsultores.com.mx


Passionate About Customer Service - Channel Partners Needed Across the World including the US

The primary method SQI uses to penetrate the market is through Channel Partners. We call them Licensees (For non-English, Spanish markets), Distributors, Consultants and Representatives. There is a modest investment required for inventory and Certification.

If you want to represent SQI, expand your income and help organizations create a customer service culture view: http://www.customer-service.com/partners/become-a-partner


6 Principles of Customer Service

In January 1980 I released Feelings, the worlds first customer service program. These principles are as just as valid today. Rarely do I see organizations use all of these 6 Principles. This link will allow you to download the Personal Steps of Excellence and frame on your office wall.

1. Feel Good About Yourself. Employees do not go to work dreaming about how they can work exceptionally hard to make the company and the owner more money. Be realistic. Many employees have personal problems. The more we can uplift the self worth and self-image of employees, they become more productive and feel like there is a win-win relationship. In return they will deliver a higher level of excellence.

Each of us has the responsibility to look after our own feelings. We need to give ourselves recognition for good work. And we need to commit ourselves to goals that are worthy of our abilities.

When you know you are doing your best for others, both customers and working associates, you will feel good. Concentrate on your strengths. Recognize the importance of your role. You can make the difference. Every minute of the day choosing to do so will cause us to feel good.

2. Practice Habits of Courtesy. It takes seconds for a customer to tell if you care. Frankly, it does not take additional time to be nice. Too many firms believe this is Customer Service. It is just one of 6 steps.

Everyone has the right to expect courtesy from you. To be so self-centered or preoccupied with your work that you forget to show courtesy with each contact is to signal that you don't care. On the job practices of courtesy are an important part of everyone's role to signal respect. The more you give the more you care.

3. Give Positive Spoken Feedback. Communicate verbally and non verbally with positive communications. The smile, calling a customer by their name is all part of this.

It costs you nothing but a little effort and the rewards are great. Every human contact is an opportunity to give the gift of good feelings through the words you say. People can't read your mind; what you say is evidence that you care.

4. Perform for the Customer. Do what you said you were going to do. If you promise to call someone on Tuesday call them on Tuesday. Keep your promises. Too many employees lie when there is a problem.

Customers have the right to demand performance. They aren't interested in our problems and excuses. We constantly need to ask ourselves "is our performance resulting in satisfied customers?" "Don't promise what you can't deliver, and deliver what you promise" is a good guidline.

5. Listen Carefully. This is so rare. When someone asks your name you will have to repeat it several times. Few employees have any interest in listening. Some are told to ask questions but seldom will they listen to your answer.

Jobs can become routine. When you see hundreds of customers, you can become desensitized to an individual. You have to concentrate on each person. Get in tune with their situation, their attitudes and needs. Anticipate, read between the lines, ask questions, get involved...to show you care and to know what will satisfy the customer. Even complaints are a positive resource if you listen and act.

6. Learn and Grow in Your Job. Know everything about your products and services. Too often employees have no concept or understanding of their products and services. Employee turnover is high. You can tell in a few seconds if the employee really knows what they are talking about.

"Grow where you're planted." Every job offers an opportunity for greatness. In a sense, everyday you either grow or die mentally. Learn about your company, learn about your products, learn about your customers. With learning comes self-fulfillment. Don't wait for someone to give it to you, go after it.

 


SQI's Certified Customer Service Certification Seminars April 11 - 14 2016

undefinedIn 1980, John Tschohl launched the world’s first customer service program called Feelings. Millions of people in every corner of the world have gone through Feelings. And, since 1980 it has been ungraded over 15 times.

Service Quality Institute has its next Certified Customer Service Trainer, CCST (April 11-14, 2016) Certified Customer Service Leader, CCSL (April 11-13, 2016) Certification Seminars in Minneapolis, Minnesota.

CCST is a 4 day Certification Seminar. The first day John Tschohl provides a 2 hour Service Strategy seminar. We then facilitate Feelings. The next two days are Leading Empowered Teams which is our leadership program that teaches you how to remove stupid rules and policies that prohibit great service. This program teaches employee empowerment, coaching and teamwork. The last day for CCST is April 14th where we teach how to facilitate both programs. Upon completion you are licensed to buy the product at a 80% discount off the Certification fees. The investment for the 4 day CCST seminar is $1,997 and the 3 day seminar CCSL is $998.

If you want to advance your career, make yourself more valuable and help your organization drive a service culture this is a unique opportunity. If you need an invitation letter for a Visa this can be provided.


John Tschohl
President
Service Quality Institute
Minneapolis, Minnesota 55420
Office 952-884-3311
Cell 612-382-5636
http://movingup.johntschohl.com
www.customer-service.com
www.JohnTschohl.com


 
In this issue
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»Mexico - SQI's Top Channel Partners
»SQI's Certified Customer Service Certification Seminars April 1st - 14th
»6 Principles of Customer Service
»Channel Partners Needed Across the World including the US

John Tschohl, President Service Quality Institute

  • In The Media:

» Coaching For Success = More Profit - Call Center Times

» The Meaning of Life and Customer Service - Excellence Reporter 

» Learning From The Good And The Bad Organizations - Agency Sales

» Good Value Makes Good Business Sense - Call Center Times

» Take The Proactive Approach To Service - And Build Your Profits - The Retail Observer

» How Do They Do It...Year After Year? Biz India


Certification Seminars:

April 11, 2016 Minneapolis, MN - Feelings (Certification)
Sign up here

April 11-13, 2016 MInneapolis, MN - Certified Customer Service Leader (CCSL)
Sign up here

April  11-14, 2016 Minneapolis, MN - Certified Customer Service Trainer (CCST)
Sign up here

April  12-13, 2016 Minneapolis, MN - Leading Empowered Teams (Certification)
Sign up here

 
 
 
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