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October 2014
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Why is Creating a Service Culture so Difficult?


I have been writing and speaking on customer service longer than anyone in the world and I still cannot figure out why so few organizations focus on creating a service culture. I think most firms think they are awesome without realizing that most customers in the world have trouble finding a service leader.

Read full blog post here where I highlight some of the world's leaders and role models in customer service.

SQI Top Channel Partners Recognized

Worldwide Excellence Champion

Oscar Orozco
Oscar Marcos Gomex - CREA (Carmen Velasco SQI VP of Latin America)

SQI Licensee of the Year

Vitaly Antoschenkov - United Consulting Group

2014 SQI Facilitator & Team Player

Patricio Porras

2014 SQI Distributor of the Year - Africa

Murtaza Versi with Moustafa Khataw

Noesis Strategic Institute

In Appreciation for Your Loyal Service and Outstanding Accomplishments 1992-2014

Jose Luis Acevedo Manriquez with his wife Christina

In this issue

John Tschohl, President Service Quality Institute

»Why is Creating a Service Culture so Difficult?
»SQI Top Channel Partners 2014
»In the Media
»Certification Seminars
»Handling Irate Customers
»Amazon Adds 80,000 Jobs

  • In The Media:

» Still Leading the Way - Retail Observer

» Breaking the Golden Rule - Small Biz Resources

» Service...It Consistently Pays - Sales and Service Excellence

» Breaking the Golden Rule - Call Center Times

Certification Seminars:

March 9, 2015 Minneapolis, MN
Feelings (Certification)
Sign up here

March 9-11, 2015 MInneapolis, MN
Certified Customer Service Leader (CCSL)
Sign up here

March 9-12, 2015 Minneapolis, MN
Certified Customer Service Trainer (CCST)
Sign up here

March 11-12, 2015 Minneapolis, MN
Leading Empowered Teams (Certification
Sign up here


Handling Irate Customers and Difficult Situations

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 interested in purchasing this program, we have special pricing through November 30, 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!

The Spanish Handling Irate Customers material is ready to ship. Order by November 30, 2014 and we will give you another 25 participant kits free, worth $525, for English or Spanish. The introductory start-up special is only $1,699 and includes enough material to train 25 employees. Additional participant kits are $21 each. We have a No Ifs, No Butts Money Back Guarantee. NO time limit. Visit www.customer-service.com

Amazon adds 80,000 jobs for Holiday Season

Please view the link for this news release. The most feared business in the US is Amazon. They understand price, speed, technology and everything is built around customer obsession. Organizations that master the service strategy own the market. Record revenue. Record growth. Jeff Bezos net worth last year increased $13 billion. SQI is trying to help organizations understand the power of the service strategy.
Click here for news release

John Tschohl Service Strategy Seminars

If you want to use John Tschohl to drive the service strategy within your organization visit www.JohnTschohl.com and talk to the SQI team. John has a gift of being able to take your entire leadership team and employees and create a passion for superior service.
Carmen Velasco Carmen@servicequality.com  Latin America
Marina Lukyantseva Marina@servicequality.com  Russia & CIS Countries
Tom Chapman  TomChapman@servicequality.com Europe
John Tschohl John@servicequality.com

John Tschohl
Service Quality Institute
Minneapolis, Minnesota  55420
Office 952-884-3311
Cell 612-382-5636

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