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.
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.
Relentless 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
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.
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%).
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
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.