SQI December 2020 Newsletter

Merry Christmas and Happy New Year

We wish each of you a Merry Christmas and Happy New Year. With COVID-19 this has been a trying year for everyone in the world. We all have to keep pushing, keep our staff fired up and deliver the highest level of customer service. Service Quality Institute and our partners across the world wish you the best in 2021.

All the best, 

John Tschohl | Service Quality Institute
President | customer-service.com
Cell: 1-612-382-5636
Office: 1-952-884-3311

Christmas and New Year’s Gifts - Books that can Change Your Life

We have fantastic books that can change lives, help a person increase their wealth, get promoted, make more money and learn to be a service leader. As you look for corporate or personal gifts, the most valuable gift is a book written on customer service by John Tschohl. You might have a young adult in your family you want to help grow. It could be a spouse or your top customers.

All books ordered by December 17 will be personally inscribed and autographed.

You can mix and match to achieve better volume pricing. Individual books in the US will be mailed media mail for $2 each. 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. 

John's new book. Customer service must be your core operating principle. A great gift for customers, employees and family members. Easy to read.

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.

Empowerment: A Way of Life The only book on empowerment
If every customer becomes over-happy, you will have unlimited growth. Easy to read.

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.

Loyal for Life
An easy to read book that teaches you how to master service recovery.

The Customer is Boss
Learn how to demand great service and stop putting up with poor customer service.

Here is the link on our web site Books - Service Quality Institute. You can also buy books on Amazon

How to Take Advantage of COVID- 19 to Increase Sales

Most firms this year have eliminated or cut back on customer service. This is a serious mistake and an opportunity for you to grab market share and sales.

Everyone is avoiding customers. Phones are not answered or it takes 5-20 times longer than normal. The offices are closed. Vail Resorts I always considered a customer service role model. Today they have moved from a "10" to a "1" Schwab has closed all of its offices. Everything is now done over the phone and the Internet.

I visited today a lock and key company, Floyds in Bloomington for the first time. Needed a duplicate key. They built a new secured entrance because of COVID-19. The man never said hi, good afternoon or welcome. I said  I needed a duplicate key and he went to work. No communication. No smile. No words.  Another employee came along after the key was made who was helpful and took care of the payment. He never said anything to me. This is my first and hopefully my last visit to this small business in Bloomington. I suspect in Bloomington there are 50 -100 places keys can be made.

Continue Reading

Amazon Named "Low Price Leader" in New Study

Very few firms understand the power of price. Amazon is always trying to figure out a way to lower prices. Most firms are always trying to figure out how to charge more. Jeff Bezos is the wealthiest person in the world. The stock of Amazon continues to climb each month. As of December 1 it was $3,211 per share. The $1,000 I invested in Amazon is now worth $102,752. I still have never figured out why so few firms fail to copy the Amazon principles.

Amazon has best prices across 21 product categories important to customers

Amazon.com, was named the low price leader in Profitero’s annual “Price Wars” study. The comprehensive analysis, now in its fourth year, compares prices on over 18,400 products at Amazon, Walmart, Target, Staples, Home Depot, Wayfair, Macy’s, Walgreen’s, CVS, Kroger, Nordstrom, Best Buy, Lowes, and Chewy, and found Amazon offered customers the lowest prices most often and most consistently.

The study compared products in 21 categories important to customers, including household supplies, health and personal care, office supplies, home furniture, electronics, appliances and more. Amazon proved to be the lowest priced option in all categories, with the largest potential customer savings, on average, in Home Furniture (35% more affordable than other options in the category), Vitamins and Supplements (34%), Health and Personal Care (26%) and Beauty (22%).

The full study is available here.

Customers expect to find low prices in our store, and we work hard to provide the best available price across the hundreds of millions of products in our store for all customers, every day.

About Amazon
Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking

Online Learning

Our 12 online learning courses are a great way to learn while your firm is prevented from classroom training. A person can learn at their own pace. NO travel expenses. NO COVID-19 problems.

With our online learning customer service programs, you and your employees can improve your customer service skills for only $97 per course with substantial discounts for volume. Visit here for courses to view. You can mix and match and can buy in volume and use the codes as you add new employees to achieve volume discounts. For each program, there is a free preview. Each graduate is also eligible for our Customer Service Diplomas.

Customer Service Diplomas

We are the only institution in the world that is offering a diploma program online or in-person on customer service. Advance your career with credentials that have real value at a fraction of the price of the typical MBA course.

We have two diplomas Graduate of Customer Service and Master of Customer Service you can earn. Here is the link.

Customer Service Certification Seminar 
May 24-27, 2021

Our next Certification seminar is May 24-27, 2021 in Minneapolis. Registration is $2,097 and you receive over $1,800 in facilitator and participant materials. Here is the link.

This 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 and become Relentless.

This Certification Seminar gives you 12 credits toward your Graduate of Customer Service or Master of Customer Service. 

See the brochure.

In The Media

Breaking the Golden Rule Be Relentless
Call Center Times

Create a Powerful Customer Experience
Call Center Times

Customers will Remember your Business
Today’s Restaurant

From Hell to Heaven in 60 Seconds or Less
Agency Sales

Create the Love…Talk to Your Customers
Retail Observer

The Value of Relentless Customer Service in Tough Times

See All Media Articles


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Service Quality Institute, 9201 East Bloomington Freeway Minneapolis, MN 55420