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February 2014

Guarantee of Service Excellence SM  
creates 60% - 75% market share


Tom Raffio, President & CEO of Northeast Delta Dental and his incredible team of nearly 200 customer driven employees have once again pulled off an incredible year of revenue growth and market share improvements in a competitive dental health care insurance market. They administer dental benefits to more than 750,000 individuals and families and companies of all sizes in Maine, New Hampshire, and Vermont. They are committed to providing exceptional service to their customers and their program, Guarantee of Service Excellencesm has been instrumental in their success.

Read full blog here.

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

Radisson Logo

We have just announced our Worldwide Customer Service Conference on October 2-4 at the Radisson Blu Hotel in Bloomington, Minnesota. It’s only five minutes from the Minneapolis airport and there is Free Shuttle. It is the only hotel to adjoin the Mall of America, the largest mall in the US. (Participants can shop until they drop during non seminar hours.)

If you want to learn how to drive a service culture from firms across the world that have done this, then attend the Conference and bring others from your organization.  I will kick the conference off by talking about Service Strategy and then 10 successful businesses will be on the program Thursday to Saturday. On Saturday night we have the awards banquet.

Tewolde Gebremariam, CEO of Ethiopian Airlines… the friendliest airline in Africa.

David Graebel, CEO of Graebel Relocations Services… the largest privately held household goods moving firm in the US.

Eduard Kim, CEO Technodom… a billion dollar business and the largest retailer in Kazakhstan.

Tom Raffio, President & CEO of Northeast Delta Dental.

The link to the brochure and registration can be found HERE

Conference registration is $500 with an early bird registration fee of only $400 if registered by July 1.
If you need an invitation letter please let us know. We expect participants from over 20 countries.

In this issue

John Tschohl, President Service Quality Institute

»Guarantee of Service Excellence SM
»Worldwide Conference
»Certification Seminars

  • In The Media:

» Five Golden Rules of Customer Retention - Article Weekly
» 12 Reasons Why Employee Training Fails - Retail Observer
» Book Review - Empowerment: A Way of Life - Biz India
» Do You Make These 10 Employee Training Mistakes - Appeared in 277 publications



Customer Service Certification Seminars
March 10-13 Minneapolis, MN

Our next semiannual Certification Seminar is March 10-12 for Certified Customer Service Leader (CCSL) and March 10-13 for Certified  Customer Service Trainer (CCST).   The CCSL is for those who want to improve their customer service and leadership skills using Feelings and Leading Empowered Teams. The CCST adds a day and provides the facilitator material and Train-the-Trainer so you can bring our programs to your own organization and save 85% on the implementation. If you want to expand your credentials and make yourself more valuable to your organization, this Certification will be of significant help.

Sign up online now or Call 800-548-0538 or 952-884-3311

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

March10-12, 2014 - Minneapolis, MN
Certified Customer Service Leader (CCL) 

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

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

Register today for this great opportunity!

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