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December 2014
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Is Customer Service a Myth at Staples, Nordstrom’s and Samsung?


I am amazed at how many large firms promote customer service but offer very little. Most CEO's believe their employees are empowered and provide great service but unfortunately this is really a myth. The lack of empowerment and service recovery will prevent these firms from excellence and repeat business.

Read on and find out how these companies are missing the mark

SQI Wins RTA Government Contract in Dubai

The Abu Dhabi University Knowledge Group (ADUKG) has partnered with SQI in order to meet the RFP requirements for Road and Transport Agency (RTA) in Dubai and other Emirates. This Service Culture Project supports their 7 Stars Customer Service Strategy and is in preparation for Dubai’s Expo 2020.

Read full blog post to learn more

Coaching for Success - Coming in Early 2015

We are in final production for a new program for managers and supervisors. The release date for English will be January or February. Spanish will be March or April. It will focus on one of the most difficult jobs of a manager…coaching your employees to bring out their best and increasing everyone’s level of success.
It is designed to be implemented in one day or two half days. The program will have a leaders guide, two videos, and a participant kit.

New Performance Standards for Loyal for Life/Service Recovery

Loyal for life


We just created a customer service performance standard for Loyal for Life our Service Recovery program. We measure 18 behaviors.

Click here to see the new performance standards.

Loyal for Life is a one session program that teaches your employees how to use Service Recovery.  It teaches your workforce how to take a customer from hell to heaven in 60 seconds or less with 4 easy steps: 

Purchase the Introductory Kit for $999 we will give you free shipping worldwide with your order during the month of December.

 Buy the program now!

Amazon Masters Speed and Price

Amazon understands speed and price better than almost any other firm in the world. It is one of the core ingredients of great service that is sorely lacking in virtually all other organizations. Amazon is adding 80,000 employees to handle the holiday season.

Click here to learn more about Amazon's unveil of its Eighth Generation Fulfillment Center.

“The Amazon fulfillment teams are dedicated to innovating in our fulfillment centers to increase speed of delivery while enabling greater local selection at lower costs for our customers. The advancements in our latest fulfillment centers hit all three of these customer desires while continuing to provide a work environment that is great for employees,” said Dave Clark, Amazon’s senior vice president of worldwide operations and customer service.

Customer Service Performance Standards Available Electronically in January - The Software is free.

We have added all the customer service performance standards to a software system that will be available to clients on our web site or can be downloaded to your web site. It will track the performance of each employee as they go through our customer service programs. The employee and supervisor can each evaluate their performance. We have a customer service performance standard customized for each program. The new software is free. It will come with each order and be available for clients who have previously purchased our programs. Talk to your SQI Representative to get the software.

In this issue

»Is Customer Service a Myth at Staples, Nordstrom’s and Samsung?
»SQI Wins RTA Government Contract in Dubai
»New Performance Standards for Loyal for Life/Service Recovery
»Amazon Masters Speed and Price
»Customer Service Performance Standards Available Electronically in January - The Software is free.
»Seeking Channel Partners Passionate About Customer Service

John Tschohl, President Service Quality Institute

  • In The Media:

» Service - It Consistently Pays - The Retail Observer

» Effective Leadership vs. Management - Call Center Times

» Retailers Cater To Holiday Shoppers, Deliver Top Service - news.investors.com

» Black Friday and Your Employees Small Business Opportunities

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


Gift Ideas for the Holiday Season

John Tschohl the customer service guru has several books that would make ideal Christmas Hanukkah, or New Year's gifts. All on trade.

All the books are on our web site  http://store.customer-service.com/index.php/books/printed-books.html

We have volume pricing and you can mix and match. 

Discounts start at ( For $19.95 books)  11-49  $16.75  and 50 – 99  $15.00 and 100 + $14 each

For books priced at $14.95  11-49 $12.50 each, 50-99  $11.25 each and 100 + $9.75 each

Achieving Excellence

Achieving Excellence Through Customer Service  10th Edition was just released. It is the bible of customer service. A nice gift for customers and management in your firm. It would make a nice gift for your personally to understand how to create a service culture in your company. $19.95

Buy Now

Moving Up is John's new book. An awesome read. He shows you how to move up by being indispensable and extraordinary. Ideal gift for everyone on your staff or customers who you want to set the stage for them to want to Move Up. Easy to read. If you want to motivate employees and get them to believe in themselves this would be the most valuable gift you can give to ALL your employees. Lots of white space.  $19.95

Buy Now

Empowerment: A Way of Life shows you how to use empowerment to create over happy customers The only book ever written on Empowerment. A fast easy to read book. Ideal for yourself, key employees and valued customers. $19.95

Buy Now

The Customer is Boss shows you how to get better service. How to complain. How to get what you paid for. If you want better service and want to learn how to effectively handle problems with organizations to get better results you will love this book.   $19.95

Buy Now

Loyal for Life teaches you how to save a customer after you screw up. How to take a customer from hell to heaven in 60 seconds or less. All on Service Recovery.  $14.95

If you are looking for unique Christmas gifts these are valuable books that can improve a person's life and help them be more successful. Family members, employees and customers are great candidates for the books.

Buy Now

Cashing In

Cashing In is an easy to read book designed to get employees to believe in themselves. Easy to read. Will build employees from within. A gift for customers, family members and employees. $14.95

Buy Now

Call John to order books today. An ideal gift that will impact the lives of your employees. An ideal gift to give your spouse or family. You only have to pay sales tax and shipping with cash. NO limit to trade. Prices the same for cash or trade.   Order now to get them in time for the holidays.


Seeking Channel Partners Passionate About Customer Service

We are adding new channel partners across the world to help us expand our markets and help organizations create a service culture. If you or anyone you know is passionate about customer service, wants to help organizations implement great service and has the capital to get into business for themselves, come join our team.

Click here to Contact and SQI Representative

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

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