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July 2014
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A Bold New Idea


UberX Logo

Recently I was in San Diego and getting ready to leave for the airport.  I needed transportation to the airport so this was my perfect opportunity to use UberX.  I had installed the app on my iPhone a few weeks before so I decided to give ‘em a try.  UberX, by the way, is a firm that provides rides/transportation … they are NOT a taxi company. Read all about how UberX is gaining market share with competitive prices and superior customer service.

Read full blog post here

SQI Worldwide Customer Service Conference October 2-4, 2014


Our Worldwide Customer Service Conference is October 2-4 in Minneapolis at the Mall of America Radisson Blu. This is the largest shopping mall in the US and the only hotel that adjoins the mall. If you want to learn from service leaders across the world this is a must conference to attend. It is an opportunity to network with executives from over 20 countries that are all interested in improving a service culture. The list of speakers is awesome. We have a jam packed conference with plenty of time to explore Minnesota or shop. Minnesota with over 10,000 lakes is one of the most beautiful states in the US.

The registration fee is $500. If a visa is required you need to ask for a US Embassy appointment now. If an invitation letter is required please contact Tom Chapman at  TomChapman@servicequality.com

We have 10 service leaders speaking. Nissan in Mexico, Ethiopian Airlines the most profitable airline in Africa. They made more profit in 2013 than all the other African airlines combined. Dave Graebel, of Graebel, Inc. the service leader in the household goods relocation industry. Eduard Kim, founder of Technodom, the most successful and largest retailer in Kazakhstan. Banco Proamerica from El Salvador who has incredible results focusing on the service strategy for the last 10 years. I spend a lot of time each year in Vail. The most customer driven ski resorts in the world. CEO Tom Raffio from Northeast Delta Dental will share his  Guarantee of Service Excellence which has created a 75% market share in New Hampshire and Vermont. PPF in Tanzania will show you how Social Security and Pension funds can drive a service culture. Dr. Peter Johnson who helps firms implement strategy for rapid strategic execution systems.

You can review the agenda, and conference brochure Here

Register Now

Handling Irate Customers & Difficult Situations - NEW PROGRAM!

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 more about this program here.

Or, if you are intersted in purchasing this program, we have special pricing through August 31, 2014. An introductory  start up package with a leaders guide, 2 DVD's is only $1,199. We are giving away 25 FREE participant kits which sell for $21 each a value of $525. Visit our store to order now!

In this issue

John Tschohl, President Service Quality Institute

»A Bold New Idea
»Worldwide Conference
»Handling Irate Customers
»Certification Seminars

  • In The Media:

» Creating a Service Culture - Talk Zone Radio

» Bending the Rules - Global Post Weekly & 4Hoteliers

» Deal With an Irate Customer - Global Post Weekly

  • 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

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