| | | | | | Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world's first customer service program, Feelings which was released in January 1980. Today my son, who is in Minneapolis for 4 days with his family, wanted to go to Wally's in Bloomington, Minnesota. This is one of his two favorite restaurants in the Twin Cities. The food was great, but the waitress taking the orders was not. She was really bad. Worthless. I caught myself wondering if customers have given up on demanding better service or if this is the new normal in customer service. Most owners of businesses believe they already have great service. I went to a retailer last week that services swimming pool cleaners. The employees didn't know how to get to their store and basically knew nothing. The manager was great and fixed my Dolphin pool cleaner, and while walking out to my car, I said you are great, but your employees suck. I said they are really bad. He said, "What do you expect when you pay people $15 an hour." Here is the Blueprint to Becoming a Customer Service "Rockstar" This is what Feelings is all about. | | | | | | | |
| | | | | | New Feelings Retail Service Upgraded
We upgraded the Feelings Service Retail video. It looks like it was filmed yesterday. - A new female narrator with a very pleasant voice.
- New crisp graphics
- New background video
- Sharp attractive people of mixed races
- The program looks brand new!
Watch the video here. The leader guide and participant kit are the same. The video gives new life to our best-selling flagship program. Order the new upgraded Feelings program | | | | | |
| | | | | | Smile: A New One Session Program Available August
The video filming for "Smile" is complete. it is now in editing. We also have to make sure the vignettes in the leader guide match the video before we go to print. This is a new one-session program. The video will be about 45 minutes long. I believe a smile is the first step in great customer service. In most organizations, few people smile. At Wally's today, NO one smiled. The Leader Guide will come with a flash drive and a 6 x 9" perfect bound participant book, certificate, technique card, and Smile performance standard. View the Smile Brochure here
Pricing is $999 for the Facilitator Kit with a flash drive, and participant kits are $20 each. We are offering a 30% discount from August 1 - September 30. | | | | | |
| | | | | | Feelings Supermarket and Exceptional Service Supermarkets are Being Upgraded
We are working with Food City and K-VA-T Food Stores headquartered in Abingdon, Virginia, to upgrade the two supermarket programs, Feelings and Exceptional Service. They have been using Feelings for over 30 years. K-VA-T Food Stores, Inc. operates 153 retail outlets (132 Food City stores, 6 Super Dollar Food Centers, 4 Wine & Spirits stores, 5 Fresh n' Lows, 1 Cooke's Food Store and Pharmacy, and 5 convenience stores) in Alabama, Georgia, Kentucky, Tennessee, and Virginia. The chain includes over 114 in-store pharmacies and over 100 fuel stations. Food City We expect the two upgraded programs to be available in August. They are featured in my book Relentless. They are one of the most customer-focused supermarkets in the U.S. | | | | | |
| | | | | | John Tschohl Service Strategy Seminars
Jose Luis Acevedo, our Distributor in Mexico, has organized another massive, Relentless service strategy seminar. Bogota Colombia - July 27, 2023
with Jorge Cesar Orlando (America Empresarial Colombia)
Whats App: +57-310-268-6168 Website: John Tschohl 2023 – América
Email: jorlando@americaempresarial.com 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 60-90 minutes or 1-2 day seminar. This means owning and dominating the market. I share with clients the Proven Process for Driving a Service Culture. The first step is driving the strategy and getting top management's buy-in and support. This is where I can help. Very few people in leadership roles understand the power of the Service Strategy. Every presentation is customized. I can do keynotes for 60-90 minutes or a full day or 2-day seminars. Seminars can be live or on Zoom. Visit my speaking site. My 8 books can be used to reinforce the message I deliver. Most of my books 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 2023 or 2024, contact:
Carmen Velasco, VP of Latin America & North America
Carmen@servicequality.com
Whats App 1-619-862-7694
John Tschohl
John@servicequality.com
Cell/Whats App 1-612-382-5636 | | | | | |
| | | | | Live & Virtual Certification Seminar in Minneapolis
May 20-24, 2023
View the Certification Seminar brochure.
If you want to build your credentials and advance your career, you should attend this Customer Service Certification Seminar. Service Quality Institute is the only learning Institute in the world that only focuses on customer service. We have a greater depth of learning programs for customer service and more experience than anyone else in the world. Learn from the best. Pat Porras, our lead trainer, will facilitate the 4-day Certification Seminar. Learn more about Pat here. Pricing is $2,800 with an early bird $503 discount with a price of only $2,297 or interest-free financing with $649 down and 9 monthly payments of $239. The Virtual seminar is $2,600 with an early bird discount available for only $2,097 or interest-free financing with $539 down and 9 payments of $229. Volume pricing is also available. Leading Empowered Teams for an Awesome Customer Experience has been updated. All Certification participants receive the new Leader guide, PowerPoint and participant material. This 2-day seminar focuses on what you have to change to become more customer-centric, how to drive empowerment, the skills of coaching for a customer-driven workforce and teamwork. "Feelings" is used on the first day of the Certification Seminar. All participants in CCST receive the $1,199 Facilitator and participant kit. The total facilitator and participant material each person receives is worth $1,871. The Certification Seminar licensees you to buy participant material at an 85% discount on the Certification Fees. Feelings participant kits are $22 each, and Leading Empowered Teams are $150 each. If you are working toward your Graduate of Customer Service or Master of Customer Service Diploma, it gives you 18 credits. Click here to view our customer service diplomas. | | | | | | | | | | | | | | | | | |
