| | | | | | Customer service has changed dramatically over the past 46 years—and not always for the better. AI and post-pandemic excuses are pushing customers out the door instead of treating them like royalty. Yet, companies like Amazon prove that making customer experience a priority can drive exponential growth. In my latest blog, I explore why customer service often misses the mark, how the "Service Strategy" can give you a decade-long competitive edge, and practical steps to transform your workforce into customer service rock stars. Read the full blog and discover how to crush your competition with unbeatable service. | | | | | | | | | | | | See All Our Upcoming Certifications, Seminars, and Events | | | | | |
| | | | | Live and Virtual Customer Service Certification Seminar in Minneapolis Early Bird Special Expires January 31
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 scheduled interview. Once a person has registered we send an invitation letter if needed. It might take 60-90 days to get a visa appointment with your US Embassy. Apply now if a Visa is needed. 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 on May 12. "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 licenses 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. | | | | | |
| | | | | | John Tschohl Service Strategy Seminars If you have a major event and you would like to drive customer service and the customer experience reach out to Carmen or myself. The strategy starts at the top. I can get your team really passionate about awesome customer service. On March 29-30, I will be in Moscow working with Pavel Marisovich, CEO of My Evolve. View the website at myevolve.info.
He also has me in Astana, Kazakhstan May 25-26 and May 27-28 in Sochi or St. Petersburg, September 10 in Bishkek, Kyrgyzstan, September 12 in Tashkent Uzbekistan, September 16-18 Turkey, December 3-5 in Dubai and December 10 in Budapest Hungary. If you want to leverage my dates above and share in the travel expenses please let me know. 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 | | | | | |
| | | | | Service Recovery - Loyal for Life
When we screw up it is good customer service to say, I am sorry. Service Recovery is more advanced and designed to save the customer and make them more loyal. Less than 1 percent of companies use Service Recovery. Organizations spend a fortune on marketing but virtually nothing to keep them when the customer is defecting. We all make mistakes. Stuff happens. Almost all employees know your company has unlimited money for marketing. If you lose a customer big deal. The guy was a jerk anyway. Very few employees and customers know the lifetime value of a customer. It is not $15. The lifetime value of every customer could easily be several thousand dollars. Service Recovery has to happen in 60 seconds or less by your frontline employee. They are where the action is. Moving the problem up the chain of command takes too long and most people are not that assertive. They are like my wife, Pat. They just leave and never return. Four Steps to Service Recovery 1. Take Responsibility
2. Act Quickly
3. Be Empowered
4. Compensate - Every organization has products or services of low cost and high value. Employees need to be trained on all 4 steps. We have a very inexpensive program called Loyal for Life that you can use to teach your staff Service Recovery. Implemented in one session of 2-3 hours (3-4 hours for developing countries). You can view the video on the link above and see all parts of the program. We have an Introductory Start-Up Special with enough participant kits to train 25 employees for only $1,199 and free shipping worldwide. Order a set today. Available in English, Spanish, and Russian. | | | | | | | | | | | | | | | | | |
