14 Amazon Leadership Principles and Why They Matter
September 2023 

Amazon delivers the best customer service in the world. Everyone should benchmark themselves against Amazon if they want to become customer-centric. I would encourage you to read Amazon's Leadership Principles and learn from the best.

Colin Baker from Leadership Staff expanded on the 14 principles. Last year Amazon had sales of $514 billion. A $44.2 billion increase in sales. Jeff Bezos mastered the Service Strategy. The problem is most firms in the world do NOT understand the power of the Service Strategy. I am not sure why more organizations do not seem to be interested in growing sales by $44.2 billion in just one year.

To learn more about Amazon's leadership principles, click the button below. 

Smile: a NEW On-Session Program
Available October

Smile will be released around October 1. It has taken us 14 months to produce the new program. It is a one-session program implemented in 3-4 hours. The first step in great customer service is to Smile. In Minnesota, where I live, almost everyone smiles. In some parts of the US and in many countries, you seldom see a Smile.

A first impression can change everything. Offering a warm, genuine smile tells the customer:

• I like you.
• I care about you as a person.
• I value you.
• I care about your needs.
• I'm ready to help.

A genuine smile can change everything -- for the customer, your colleagues, and yourself.

The user-friendly Leader Guide will come with a flash drive, and participant material will include a 6 x 9" perfect bound participant book, certificate, technique card, and Smile customer service performance standard.

View the Smile Brochure here

The facilitator guide with the flash drive and over 40 minutes of video is only $999. Participant kits start at $20.

We are offering a 30% discount through October 31, 2024, with a 100% money-back guarantee. Train your staff with Smile, and if for any reason you do not like it return all materials for a quick refund. In 45 years, we have had 2 refunds totaling less than $800.

If you want volume pricing, please reach out to your Service Quality Institute partner or contact John@servicequality.com

You can view the Smile program on our website including a 5-minute video demo.

Live & Virtual Certification Seminar in Minneapolis
May 16-26, 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.

We have special group rates of $119 USD night at the Marriott Courtyard Bloomington by Mall of America. Lock in our limited block of rooms now at a special rate. Your credit or debit card is NOT charged until you check in. Breakfast is included.

Book your group rate for Service Quality Institute

Start Date: Thursday, May 16, 2024
End Date: Sunday, May 26, 2024
Last Day to Book: Sunday, May 5, 2024

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.

John Tschohl Service Strategy Seminars

If you want to create passion and drive a service culture, use John Tschohl and get your entire leadership team involved.

Every presentation is customized. I can do keynotes for 60-90 minutes, a full day, or a 2-day seminar. I do these Seminars in person or on Zoom. 

Visit my speaking site.

Additionally, I have an upcoming seminar in Hanoi, Vietnam on September 23-24. If you want to participate, contact our licensee Huyen Duong  at Huyenduong0@gmail.com or Whats App +84 97 255 1139

I have a seminar in Varna, Bulgaria for the Bulgarian Economic Forum.

On November 17th and 18th, at the Palace of Culture and Sports in Varna, some of the biggest names in Marketing, E-Commerce, Artificial Intelligence, Business Development, and Innovation will share practical experience and valuable advice with over 5,000 visitors.

On the stage of one of the most successful and largest technology conferences in Southeastern Europe, we will see speakers such as John Tschohl, Customer Service Guru, Andrew Weld Moore, Sales Director at Meta/Facebook, Carlos Cantu, Chief Marketing Officer at Freepik, Dex Barton, Director of Marketing and Communications at DeepMind (a Google company), Matthew Cross, Advisor to Robert Kiyosaki and Tony Robbins, and many others!

There will be 7 EXPO zones with over 120 booths from some of the biggest technology companies in Europe and the world.

As part of the event, the organizers will award the most innovative media, organizations, and companies in various sectors and areas of business, including Marketing, E-Commerce, Startups, Artificial Intelligence, Technologies, and more.

Use PROMO CODE: JohnTschohl and save 20% off the ticket price. Contact Dimitar Vasilev at vasilev@bbforums.bg.

Follow Innowave Summit on Facebook, Instagram, and LinkedIn. 

Check out the first announced speakers: innowavesummit.com

If you want to use me for a keynote or 1-2 day seminar in 2023 or 2024, contact our Channel Partners all over the world or:

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

Product Development

We have upgraded the video for 4 programs so far this year. Empowerment: A Way of Life, Speed, Loyal for Life and Feelings Service Retail. Smile is a new program. Leading Empowered Teams for An Awesome Customer Experience was also upgraded. We are now upgrading the video for Feelings Customer Care for supermarkets and Exceptional Service for supermarkets.

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