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January 2014

Things About RCI That Drive Me CRAZY


A major trend John sees within customer service is investing in expensive technology solutions that are designed to ease internal issues, but they come at the cost of frustrated customers.  Far too many companies “talk the talk” of being customer-focused but fail in their practice of truly looking out for the customer experience. 

Read full blog here.

Handling Irate Customers and Difficult Situations

SQI has a new program being released in May or June on Handling Irate Customers and Difficult Situations. It has been in production for 60 days. It takes us usually 6 months at the minimum to develop a new program.  It will be a 2 session program of probably 3 hours each and 4 hours in developing countries.

When we first developed Feelings in 1979 in our field tests handling irate customers was a hot issue for participants. While it is built into Feelings we will focus on it in greater depth with very difficult/nasty vignettes. It ruins an employee’s day when a customer chews them out. How to master this skill will make the day go faster and better. When there is a problem I believe the vast majority of the time the employee is not trained and runs for cover. Too many employees lie to avoid the immediate pain. While you get the customer off the phone or out of your presence your credibility disappears and you are likely to lose the customer.

Looking for People Passionate About Customer Service

We have a very aggressive growth pattern scheduled for 2014 and are looking to add channel partners across the US, Canada and world.   If you or anyone you know loves customer service and would like to expand their product line or start their own business please have them contact SQI. This link will help you learn more about what we are looking for.  

Become an SQI Partner.

For Latin America Contact:
Carmen Velasco  619-862-7694  Carmen@servicequality.com

For Russia and CSI Countries Contact:  
Marina Lukyantseva 408-637-8730  Marina@servicequality.com 

For Europe, Asia, Middle East Contact:
Tom Chapman  952-884-3311  TomChapman@servicequality.com

For US Contact:  
John Tschohl   952-884-3311  John@servicequality.com

In this issue

John Tschohl, President Service Quality Institute

»Things about RCI that drive me crazy
»Handling Irate Customers
»Channel Partners Needed
»Worldwide Conference

  • In The Media:

» Empowered Employees Power Profits - Retail Online
» 12 Reasons Why Employee Training Fails - Balanced Living News
» A Bakers Dozen - Reasons Why Employee Training Fails - Call Center Times
» 4 Ways to Make Training Fun! - RealBusiness.com



Upcoming Certification Seminars:

Our next certification seminar is only 7 weeks away! Spots are filling up and we want to see you there. Boost your career and get certifications in customer service, customer service leadership, or become a certified trainer!

Register today for this great opportunity.

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)

Worldwide Customer Service Conference Minneapolis Minnesota October 2nd – 4th 2014 at Radisson Blu, Mall of America

Radisson LogoNew Worldwide Conference October 2nd - 4th  Radisson Blu, Mall of America.   We are using the new Radisson Blu Hotel adjacent to the Mall of America . We have a limited number of rooms reserved for only $135 night. This is the largest mall in the US. We will have speakers from all over the world. If you want to learn how to improve customer service and develop a culture of customer service this is an event you should put on your calendar. We have a great rate at the Radisson Blu. This is a 4 Star property and the nicest hotel in Bloomington, Minnesota and it’s only 6 minutes from the airport.  Shuttle service is provided. You can reserve your room here. Use the discount code: SERVIC

More details will be on our web site this month and in our next newsletter.

Dave Graebel, Chairman of Graebel Relocation Worldwide,  will be one of our featured speakers. Dave owns the largest private household moving company in the US and he built his business around Customer Service. Dave has been featured in my book, Achieving Excellence Through Customer Service. His endorsement is on the back cover of my new book, Moving Up.  He has a passion for great service and developing people and will be sharing that with us at the conference.


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