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May 2014

Handling Irate Customers & Difficult Situations

It's a tough job but somebody's gotta do it.

Irate CustomersIrate customers can ruin your day. Facing off with a screaming, unreasonable, irrational customer represents the ultimate test of any employee's service skills. Often employees are not prepared for an aggressive encounter. It can take you to your breaking point if you are not aware and careful. Staying grounded and above the fray requires you to find inner strength, and persevere beyond the initial difficulties.

Read full blog post here.

SQI Worldwide Customer Service Conference October 2-4, 2014


If you want to hear from some of the best customer service role models in the world attend our Worldwide Customer Service Conference October 2-4 in Minneapolis at the Radisson Blu. It is adjunct to the Mall of America the largest mall in the US. If you want to find out how to implement a service culture and learn the secrets these role models are using in their companies Get Full Details Here

Eduard Kim Eduard Kim the founder and owner of Technodom a $900 million electronics store in Kazakhstan will share his vision. Eduard is the first firm in Kazakhstan and CIS countries to focus on the service strategy. www.technodom.kz
David Graebel Dave Graebel, CEO of Graebel Relocation built the largest household goods moving firm in the world.  www.graebel.com
Tewolde Tewolde Gebremariam, CEO Ethiopian Airlines  www.ethiopianairlines.com

1. Ethiopian Airlines: fastest growing and most profitable airline in Africa

  • 7-fold revenue growth in 7 years
  • 25% average annual growth in all operational parameters for 10 years
  • Made a net profit of $110 million  in 2013, more than all African carriers combined
  • Total revenue $ 2.5 billion   
  • #1 Admired airline in Africa (SYTRAX; Passenger Choice; Airline Strategy Awards; AFRAA)

2. Ethiopian: Best connectivity for Africa

  • Largest African international network: 80 destinations across 5 continents
  • Largest African network: 48 destinations
  • 28 weekly flights to 5 destinations in China
  • 13 weekly flights to 4 destinations in Americas
  • 50 + weekly flights to 8 destinations in Europe
  • With #1 Star Alliance, seamless connectivity options to over 1,300 airports in 195 countries
  • 30 minutes international connections at main hub in Addis Ababa
  • Largest African domestic network: 18 destinations
  • #1 in Africa to operate B787, most technologically advanced commercial aircraft
  • #1 in Africa to operate B777-200LR, longest range commercial aircraft
  • #1 in Africa to operate the B777-200 Freighter
  • Youngest & most modern fleet in Africa: 7 years average age

3. Ethiopian: Customer focused with uniquely Ethiopian flavored African hospitality

  • 87% overall customer satisfaction
  • 80% of all flights depart and arrive on-time
  • 99.6% of all customers baggage delivered as promised
  • Differentiated service with African culinary delights on-board

4. Ethiopian: high performance organization

  • investing in creating skilled aviation employees (pilots, technicians, marketing and finance staff)
  • rewards high performers with zero tolerance for bureaucracy, inefficiency and indifference
  • great place to work with highly satisfied and motivated employees with 2% turnover
  • fully paperless organization with automation of back office and all operational areas

You can review the agenda, and conference brochure Here

Registration is $500 with a early bird discount rate of $400 if registered by July 1. Register Here

In this issue

John Tschohl, President Service Quality Institute

»Handling Irate Customers
»Worldwide Conference
»Certification Seminars

  • In The Media:

» Deal With an Irate Customer, Don't Lose Them - Call Center Times

» Customer Service Keynote Speaker John Tschohl shows how to make customers happy - Examiner.com

» Choose It Or Lose It - Retail Observer

» Vail Resorts the Ultimate Customer Service Experience - Hoteliers


  • Certification Seminars:

September 15 Minneapolis, MN
Feelings (Certification)
Sign up here

September 15-17 MInneapolis, MN
Certified Customer Service Leader (CCSL)
Sign up here

September 15-18 Minneapolis, MN
Certified Customer Service Trainer (CCST)
Sign up here

September 16-17 Minneapolis, MN
Leading Empowered Teams (Certification
Sign up 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