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November 2013

The High Cost of Losing a Customer


In John's latest blog, the Customer Service Guru discusses the 4 skills needed for service recovery and gives examples of why some businesses fail while others succeed. 

John Tschohl Blog

Read the full blog here.

Great Books for Gifts

John Tschohl the customer service strategist has several books that would make ideal holiday gifts.

All the books are on our web site.  

We have volume pricing and you can mix and match.  
14% off for 11-49
25% off  for 50-99
30% off for 100 or more.

Moving Up is John's new book. An awesome read. He shows you how to move up by being indispensable and extraordinary. Ideal gift for everyone on your staff or customers who you want to set the stage for them to want to Move Up. Easy to read. Lots of white space.  $19.95

Empowerment: A Way of Life shows you how to use empowerment to create over happy customers The only book ever written on Empowerment. A fast easy to read book. Ideal for yourself, key employees and valued customers. $19.95

The Customer is Boss shows you how to get better service. How to complain. How to get what you paid for. If you want better service and want to learn how to effectively handle problems with organizations to get better results you will love this book.   $19.95

Loyal for Life teaches you how to save a customer after you screw up. How to take a customer from hell to heaven in 60 seconds or less. All on Service Recovery.  $14.95

If you are looking for unique Christmas gifts these are valuable books that can improve a person's life and help them be more successful. Family members, employees and customers are great candidates for the books.

In this issue

John Tschohl, President Service Quality Institute

»The High Cost of Losing a Customer
»Great books for Gifts

  • In The Media:

»Customer Service Is Everyone's Job - Retail Observer (PDF)
» Customer Service Keynote Speaker John Tschohl Says Businesses Must Master Speed - Digital Journal (appeared in 350 publications)
» Superior Service - Sales and Service Excellence Essentials (PDF)
» CEOs to attend Seminar in Dar - Daily News
» Small Business Professor: Beat the big boys with excellent service - The Republic (appeared in over 100 publications)



March 10, 2014 - Minneapolis, MN
Feelings (Certification)

March10-12, 2014 - Minneapolis, MN
Certified Customer Service Leader

March 10-13, 2014 - Minneapolis, MN
Certified Customer Service Trainer

March 10-13, 2014 - Minneapolis, MN
Leading Empowered Teams (Certification)


Nicaragua Certification


Channel Partners Passionate About Customer Service Needed

We have a limited number of channel partner opportunities across the world that are open. We are looking for talented firms and individuals with strong marketing and or facilitating skills to become channel partners. We need top talent and success driven people who want to change the world.  View link if interested. 

If I can personally be of help, feel free to contact me.

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