Most companies are quick to cut corners, especially with frontline staff, leading to poor service, high turnover, and missed growth potential. My recent article explores how service leaders like Amazon and the Mayo Clinic drive success by embedding a service culture that’s relentless, empowered, and strategically focused.

From practical tips on employee empowerment to the nine principles of building a service-driven culture, John breaks down how to move beyond outdated training and maintenance practices. Ready to transform your approach to customer service and elevate your team? Learn more in the full article below!


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	Christmas and New Year's Gifts: Books That Can Change Your Life All books ordered in November or December will be personally inscribed and autographed. You can mix and match to achieve better volume pricing. Individual books in the US will be sent via media mail with FREE SHIPPING within the US. Large orders will be sent by Federal Express. Books are available for download for only $9.99 each. If you send John Tschohl an email with the names of each person you want an inscribed message it will make a powerful gift. Relentless Customer service must be your core operating principle. A great gift for customers, employees, and family members. Easy to read. Also available in Spanish, Georgian, and Russian. Moving Up A perfect gift if you want someone to become indispensable and extraordinary. An easy read. Achieving Excellence Through Customer Service The bible of customer service. Also available in Spanish, Russian, and Vietnamese. 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, Georgian 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 and Vietnamese. Loyal for Life An easy book that teaches you how to master service recovery. Also available in Spanish and Russian View All SQI Books. You can also buy books on Amazon


	Smile: A NEW One-Session Program in English and Spanish Smile is ready to ship. It is a new 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 comes with a flash drive. Participant material includes a 6 x 9" perfect bound participant book, certificate, technique card, and Smile customer service performance standard. View the Smile Brochure here (View Spanish version) 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 December 31, 2024, with a 100% money-back guarantee - Free Shipping in the USA through December 31. 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 in English and Spanish. You can also view all elements of the program on our website. The introductory start-up special which includes the leaders guide with the flash drive and 25 participant kits is $1,499 but with the 30% discount, it is only $1,049.30 plus free shipping anywhere in the world. Special pricing expires on December 31, 2024.


	Free Shipping Christmas Special Through December 31, we are offering free shipping in the United States for any orders on our website!


	Vote for John Tschohl for the Top 30 Global Customer Experience Gurus I need your vote for Customer Experience Guru for 2025. You can vote only once from each email address. I would like to be at the top again in 2025. Please take 1-2 minutes now to vote for me. Let me know when vote. Add your name, and email, click my photo, and then vote If you can get a few friends to also vote it would be appreciated. We are excited to announce that we will soon be tabulating the 2025 rankings for the Top 30 Customer Experience Gurus in December 2024. To help us assess the impact of your work and the enthusiasm of your followers, we encourage you to invite them to vote for you here: https://globalgurus.org/customer-experience.


	John Tschohl Service Strategy Seminars in Cabo San Lucas Mexico November 22 in Spanish Join me in Cabo San Lucas in Mexico on November 22. I will speak in English and there will be simulation translations to Spanish. If you have a major event in the next 1-2 years you would like to drive customer service and experience focus reach out to Carmen or myself. The strategy starts at the top. I can get your team really passionate about awesome customer service. 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 If you want to use me for a keynote or 1-2 day seminar, 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


	Live and Virtual Customer Service Certification Seminar in Minneapolis May 12-15, 2025 Our next annual Customer Service Certification Seminar is May 12-15, 2025 in Minneapolis. The registration fee is $2,297. The Early Bird Special of $1,997 expires on January 31, 2025, and saves you $300. If you want to advance your career and credentials this is a huge opportunity. You also earn 18 credits toward your Master of Customer Service Diploma. If you need a visa you need to apply now. The US Embassy is super slow. It often takes months to get a visa appointment and then another month for the interview. View this link for more information on our Certification Seminars. Leading Empowered Teams for an Awesome Customer Experience is for managers and leaders. All Certification participants receive the 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. Most organizations do not know they are in customer service. They often think they are in insurance, healthcare, banking, retail etc. John Tschohl does a two-hour service strategy seminar on the first day. "Feelings Service Retail" is used on the first day of the Certification Seminar. All participants in CCST receive the $1,199 Feelings Facilitator and participant kit. The video was recently updated. Here is a link to Feelings for Retail Service. The 12-minute video preview is in the upper right corner. 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 off 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. Special financing is available if needed. If you register by December 31, 2024, the payments are only $199 a month until paid with $500 down.