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November 2014
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Service Leaders Follow the Money


Service Leaders consistently have more revenue, make more money, plus have a stronger brand and market share. They dominate the market and crush their competition.  In this issue I will share my ideas on Apple, Metro Bank London and my investment of $1000 each in 9 service leaders in May 2003.

Read the blog posts below:

Achieving Excellence Through Customer Service Book 10th Edition

Ready to Ship English and Spanish
I have great news. The 10th edition of Achieving Excellence Through Customer Service is NOW ready to ship in English and Spanish.
Many call this book the bible of customer service. It is filled with facts, results from service leaders and information on how to implement a service strategy. All the financial information has been updated with 2014 results.
Updated information on Metro Bank London, Apple, Wilderness Safari, Southwest Airlines, Northeast Delta Dental, Graebel Van Lines. Vail Resorts is in the book.
The price for the 375 page English and Spanish book is only $19.95  The download version is only $10.00 You can order here http://store.customer-service.com/index.php/books.html

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
In this issue

John Tschohl, President Service Quality Institute

»Service Leaders Follow the Money
»Achieving Excellence 10th Edition
»In the Media
»Certification Seminars
»Handling Irate Customers

  • In The Media:

» Effective Leadership vs Managment - ASharpe Outlook

» The Gift That Keeps On Giving - Retail Observer

» Effective leadership vs. ManagementSales and Service Excellence

» Guest Editorial Sales and Service Excellence

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


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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