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January 2015
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Run Circles Around Your Competition in 2015


In 1979 I wrote the world's first customer service program. Customer service has not improved a lot but firms talk about it more. What I saw in 1979 I still see today. Firms spend millions on advertising trying to attract customers and then when they walk through the door, phone or Internet they are hit on the head with baseball bats so they do not come back.

Read on and find out what keeps customers coming back. 

Coaching for Success - Coming in February

We are in final production for a new program for managers and supervisors. The release date for English will be in 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.

Customer Service Performance Standards Available Electronically - 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.

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

In this issue

»Run Circles Around Your Competition
»Customer Service Performance Standards Available Electronically - The Software is free.
»Seeking Channel Partners Passionate About Customer Service

John Tschohl, President Service Quality Institute

  • In The Media:

» Vail TV 8 Interview - Dealing with Irate Customers 

» 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

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