Service Leaders - The Power of the Service Strategy
NOVEMBER 2021

As we get closer to 2022, the question is will you create and drive a service culture in your organization. Most companies in the US believe they provide great service while about 90% + of customers believe customer service does not exist.

If I call my healthcare provider, Park Nicollet, I will be on hold about 20-25 minutes before a live person answers the phone. Service leaders like Apple, Costco, Amazon, NE Delta Dental, and Mayo Clinic spend virtually no money on advertising. They leverage word of mouth which is 100 times more powerful and 100 times less expensive than advertising and marketing.

Amazon and Costco

Amazon and Costco deliver results. Both are amazing service leaders. When Time Magazine in the 80's ran their cover story on customer service they called me a "customer service guru." I said back then the only thing that motivated top management is hard numbers. Money. This is still true today.

I get all the financial alerts from Amazon and Costco and here are two recent ones.

Amazon third-quarter results. You will learn a lot by reading the summary.

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. Amazon strives to be Earth’s Most Customer-Centric Company, Earth’s Best Employer, and Earth’s Safest Place to Work.

Costco October results. Reported net sales of $16.47 billion for October an increase of 19.2% from $13.82 billion last year. Costco has quality, price, and great service. I prefer to buy from Costco because they basically have a lifetime warranty on the products they sell.

Christmas and New Year’s Gifts - Books that can Change Your Life - Special 25% Off

We have fantastic books that can change lives, help a person increase their wealth, get promoted, make more money and learn how to be a service leader. As you look for corporate or personal gifts, the most valuable gift is a book written on customer service by John Tschohl. You might have a young adult in your family you want to help grow. It could be a spouse or your top customers. Also excellent gifts for birthdays and anniversaries.

All books ordered by December 12 will be personally inscribed and autographed.

You can mix and match to achieve better volume pricing. Individual books in the US will be mailed media mail for $2 each. Books are available for download for only $9.99 each. If you send John Tschohl an email John@servicequality.com with the names of each person you want an inscribed message with. John's autograph will make a powerful gift. If shipping Internationally, then give yourself 2 weeks to ensure delivery is on time. In Russia, you need to work with our publishers.

Relentless
John's new book. Customer service must be your core operating principle. A great gift for customers, employees, and family members. Easy to read. Also available in Russian.

Moving Up
A perfect gift if you want someone to become indispensable and extraordinary. Ideal also for a family member. An easy read

Achieving Excellence Through Customer Service
The bible of customer service. Also available in Spanish and Russian

Empowerment: A Way of Life The only book on empowerment
If every customer becomes over-happy, you will have unlimited growth. Easy to read. Also available in Spanish and Russian.

Cashing In: How to Make More Money, Get a Promotion and Love Your Job
Give to everyone in your family and circle of friends, if you want to help them achieve more success. Also available in Spanish.

Loyal for Life
An easy-to-read book that teaches you how to master service recovery. A must-read. Also available in Spanish and Russian.

The Customer is Boss
Learn how to demand great service and stop putting up with poor customer service.

See all our books - Service Quality Institute.

The Christmas special goes through December 31 and is 25% off. You can also buy my books on Amazon.

Relentless $27
Christmas Special $20.25 Save $6.75

Achieving Excellence Through Customer Service - Empowerment: A Way of Life - Moving Up $19.95
Christmas Special $14.95 Save $5.00

Loyal for Life- Cashing In - The Customer is Boss $14.95
Christmas Special $11.20 Save $3.75

Certification Seminar in Minneapolis April 25-28, 2022 Live and Virtual

Our next Certification seminar is April 25-28, 2022 in Minneapolis, Minnesota. It will be both live and virtual using Zoom. If you want to be certified and learn how to facilitate Feelings, our Flagship program and Leading Empowered Teams this a powerful way for you to advance your credentials and career and be able to buy participant material for these 2 programs at an 85% discount off your seminar prices.

There is no sales tax on clothing in Minnesota and almost everything in Minnesota is less expensive than in other parts of the US and world. Bring an empty suitcase to handle all the great buys while in Minnesota.

If you need a visa invitation please send John Tschohl an email, John@servicequality.com with your name, contact information, passport number with an expiration date, and your birth date. U.S Embassies are super slow and provide awful customer service. If you need a visa I suggest you request a visa invitation letter now and apply now. This gives you 5 months. The U.S Embassies live in the stone age and are using COVID as an excuse to provide slower service.

John Tschohl Service Strategy Seminars

If you want to have your entire leadership team to have passion and commitment to the Service Strategy I encourage you to book me for a keynote or 1-2 day seminar. This means owning and dominating the market. I share with clients the Proven Process for Driving a Service Culture.

Every presentation is customized. In October I spent 4 days with KMF in Kazakhstan the largest microfinance firm in Central Asia. Here are links for their live testimonials in English and Russian. KMF will become the Service Leader in the country. They are moving forward with our 3-year service culture plan.

My 8 books can be used to reinforce the message I deliver. Most are also in Spanish and Russian. Virtually no speakers have the depth of products to reinforce the service strategy message after they deliver their keynote. If you want to use me for a keynote or 1-2 day seminar in 2021 or 2022 contact:

Marina Lukyantseva, VP Russia
Marina@servicequality.com
Whats App 1-408-637-8730

Carmen Velasco, VP Latin American
Carmen@servicequality.com
Whats App 1-619-862-7694

John Tschohl
John@servicequality.com
Cell/Whats App 1-612-382-5636

Online Learning Opportunities

SQI has 12 online learning programs you can use. If you have individuals that need tailored learning you have a variety of programs to choose from. They are affordable starting at $97 and dropping in price for volume. Each course allows a free preview.

Sometimes you only want to train one or two people. Online learning can be a much more affordable option. Online learning allows you to use our courses 24/7 at times convenient to you.

You can also use this for our free Diploma Program. to advance your career. Included free when you have completed 7 programs with 28 credits.

Passionate About Customer Service - Looking for Partners Across the World

SQI is expanding all over the world. We are looking for individuals and firms that are passionate about customer service and want to offer my seminars and products to their clients. A small investment for inventory is needed. SQI offers financing with no interest. We have individuals and companies like Ethiopian Airlines as Channel Partners. Click here for more details.

Contact Marina, Carmen or myself if interested

Marina Lukyantseva, VP Russia
Marina@servicequality.com
Whats App 1-408-637-8730

Carmen Velasco, VP Latin American
Carmen@servicequality.com
Whats App 1-619-862-7694

John Tschohl
John@servicequality.com
Cell/Whats App 1-612-382-5636

3-Year Service Culture Buffet Plan

Service Quality Institute has a 3-year service culture plan you can also use to train your entire workforce for $38 - $117 a person a year for 3 new SQI customer service programs a year. The buffet includes all train-the-trainer seminars, all facilitator and participant material. Free replacement material to cover employee turnover. The buffet plan provides discounts of over 50%. KMF in Kazakhstan is moving forward with our service culture plan.

One-shot programs often provide one-shot results. One of the reasons many firms have poor customer service is because they have no new programs annually that teach the art of superior customer service while changing attitudes and behaviors.

Young people under 30 form a huge percentage of the workforce across the world. One program regardless of how good it is will not change a person into being perfect for the rest of their lives. Ideally, you need something new and fresh every 4-6 months to create a service culture. To learn more click here.


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