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March 2014

Are you running like an Olympic athlete or just strolling around the block? - Sochi 2014 Olympics


Would you enter the Olympics if you knew that only a little over 2% (2.785714%) of the Olympians would walk out of Sochi with a gold medal?  The Olympic athletes typically practice for 3-4 years, 6 days a week for 7 hours a day. The training is on the basics and for a 1-2 minute event. And as is often the case, in the competitive atmosphere the people who were supposed to win did not.

Start thinking like an Olympic athlete and play at the top of your game. Take home the gold with superior customer service. Grow market share by being the best.

Read full blog here.

Handling Irate Customers

Irate CustomersWe are in production for a new two-session program on Handling Irate Customers and Difficult Situations. The script was approved and the video already filmed. The leader guide and participant kit are still being written. Release will be in May. There will be very aggressive situations.

An irate customer can ruin anyone's day. Few employees have been trained to handle these problems. The result is they run or often lie. It’s a firestorm most employees want to avoid. When a customer is upset, hot and ready to explode being able to flip the customer around is critical to your success.

This program will be implemented in two sessions spaced one week apart in sessions of 2-3 hours each or 3-4 hours in developing countries.


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


If you want to learn how to drive a service culture and learn from firms who have mastered customer service we invite you to participate in our October 2-4 Worldwide Customer Service Conference. We have 11 people on the 3 day program. I will kick it off on new leading edge customer service strategies.

Eric Simon, Vice President & General Manager of Vail Resorts will be speaking. They are the most customer driven ski mountain in the world.

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

William Erio, Director General PPF Pensions Fund, Tanzania

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

»Are you an Olympic Athlete?
»How to Handle Irate Customers
»Worldwide Conference
»Certification Seminars

  • In The Media:

» How to Take a Customer from Hell to Heaven in 60 Seconds Or Less (appeared in 251 publications)
» Vail Resorts: The Ultimate Customer Service Experience (download)- Call Center Times

» Are You A Great Manager?- Aqua Magazine
» Get results from your complaints- The Buffalo News
» 12 Reasons Why Employee Training Fails- Print andPromo


Certification Seminar

St. Petersburg, Russia
April 3-5, 2014
Register Here


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