SQI June 2020 Newsletter

In the Era of COVID -19
Customer Service has Vanished

Hi [firstname|there],

With most firms in the world were shut down because of governments worldwide I would think they have a desperate need for sales and revenue. This is not a time to deliver awful customer service.

In the last few weeks I have experienced some of the worst customer service by large and small firms in the US, and it's shocking! I wrote about my experiences in my latest blog article. As an experiment, on your next visit to your local retailer or business, how are employees treating you? Are they distant, helpful, or do they even look in your general direction? I'm curious to hear from your experiences. 

Wishing you and your close ones all the best during these hard times. 

John Tschohl | Service Quality Institute
President | customer-service.com

Click here to read my latest article

Father's Day Gift - Moving Up

If you want a powerful gift for your father, order Moving Up from our store. The focus is on how to become indispensable and extraordinary. When this happens you always make more money AND move up. 

All books will be personally autographed by John Tschohl and a message will be inscribed to your father if given the name. Free shipping by media mail in the US.

The Current State of Minneapolis

Most people in the world have seen the murder of George Floyd a black man by a white police officer putting his knee to his neck for 8 minutes 46 seconds. A very sad day for Minneapolis. For the last week, Minneapolis St Paul has been the scene of violence and riots. Minneapolis pays out about $20 million annually in lawsuit settlements. A year ago they killed a white woman who had called the police because she heard a noise in the alley behind her house. I think the police across the world do not understand the power of awesome customer service. If everyone was treated with respect and the police understand how to handle irate customers and difficult situations there would be fewer problems like George Floyd.

All organizations have rotten apples.Coaching for Success teaches managers how to motivate their employees and 25% is on why and how you have to terminate non-performing players. It will cost the City of Minneapolis $50 million dollars for not practicing good management skills in the police department. Every year you hear about stupid stuff people do because management was unwilling to terminate poor performing employees. Handling Irate Customers is critical so the police use calming words instead of guns when problems occur.  At Expedia, I did not have to raise my voice for the employee to hang up. Very few people know how to handle an Irate Customer.

John Tschohl New Book Relentless

I am on the 4th draft of my new book, Relentless. Customer service has been part of the fabric and culture for every firm that is serious about rapid growth. I expect the book to be released in August or September. Here is the 4th draft of Chapters 1, 2 & 12.

Customer Service Diplomas

Service Quality Institute has the strongest brand in the world when it comes to Customer Service.  We have two diplomas you can earn. Here is the link. We are the only institution in the world that is offering a diploma program online or in person. Advance your career with credentials that have real value.

Graduate of Customer Service. Online the courses are $97 each. 7 SQI courses and 28 credits are required to achieve this Diploma.

Master of Customer Service. Online the courses are $97 each. 9 SQI courses and 48 credits are required to achieve this Diploma

Most people have to spend $30,000 -$80,000 to get a degree at the typical University or College. Virtually none of the courses have any relationship to customer service.  For $679 you can get a diploma for Graduate of Customer Service and for $897 you can receive the Master of Customer Service. If you want to advance your career apply for these diplomas. You can go as fast or as slow as you want. You can go through our 11 online customer service programs 24/7. The online courses are here.

Online Customer Service Programs - Now 11 Courses Available

We now have 11 programs available for online learning. Visit here if you want to advance your career and improve your customer service skills we have 11 courses for you to select from. They are only $97 each and for volume, the price can go as low as $19 per course. Take advantage of our diploma program

You have one year to complete the course you select. You can do it 24/7. Each course has a test you must pass to get your certificate.

The Service First Video Library and Healthcare With Feelings were just added.

Our channel partners are able to train your staff in classroom settings using Zoom or real live courses when the COVID -19 passes.

Customer Service Certification Seminar in Minneapolis September 14-17

Our annual Customer Service Certification seminar was moved from May to September 14-17. The seminar is in Bloomington Minnesota which is about 3 miles from the airport and 2 blocks the Mall of America the largest Mall in the US

Registration is $2097 and a $200 credit if paid by June 30. If you need an invitation letter please let us know. This 4-day Certification seminar will advance your career and give you the training and facilitator materials to implement Leading Empowered Teams and Feelings in-house with an 85% discount off your seminar fees for additional participant material.  Help your organization create a service culture. This Certification gives you 12 credits toward your Graduate of Customer Service or Master of Customer Service.

John Tschohl Service Strategy Seminars

With the COVID-19 pandemic I have been doing seminars online. If you want to motivate your staff and focus on a service strategy contact us. I will using much of my new book, Relentless in my seminars.

I am willing to travel starting in July.
Visit www.JohnTschohl.com

Marina Lukyantseva
VP Russia & CIS 

Carmen Velasco
VP Latin America   

In The Media

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