SQI February 2021 Newsletter

The Hidden Secrets of Amazon's Success Everyone Should Practice

Amazon just released its 2020 annual sales. I follow Amazon everyday. Jeff Bezos is stepping down to become executive chairman and promoting Andy Jassy to CEO. Andy was CEO of Amazon's cloud business (AWS). Sales with AWW were $45.4 billion in 2020  with an operating net income of $13.5 billion. This is business to business sales.

In humor but true, I always say most people do not copy Amazon because they do not want to have a sales increase of $105.6 billion, a stock increase of 76% and have a personal net worth of $183.8 billion. Too much money and too much work for most people.

Let's look at the results and why I believe Amazon is the most customer driven firm in the world.

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The 2nd Most Customer-Driven CEO in the World Vernon Hill

Click here to watch The Vernon & Shirley Hill Journey – their story of creating Fans over the last 47 years.

I have worked with Vernon Hill for over 18 years now. Vernon has always shared the financial results with me for the 3 banks he has been CEO of (Commerce Bank, Metro Bank and Republic Bank) Vernon and his wife Shirley are more committed to WOW customer service than any banker in the world. I would rate him #2 behind Jeff Bezos.  I have featured Vernon in my last book Relentless, Achieving Excellence Through Customer Service and he gave me generous forewards and endorsements for my last 4 books.  If you wanted to follow a service leader this couple is the best in the world.

Relentless - John Tschohl's New Book

Relentless is a must read. Very few firms in the world are relentless. They focus on customer service for a few months or years. It is like breathing. You cannot stop.

Being “Relentless” is part of culture in all elite, exceptional organizations. “Relentless” means that you can never give up: you’ve got to constantly focus on customer service. “Relentless” has to be a passion. “Relentless” has to be a lifetime commitment.

Relentless is my 8th book. It can be purchased today on our website. The hardcover book is $27.00. You can also order it now on Amazon

If you want to order autographed copies send John Tschohl an email john@servicequality.com Shipping in the US will be free with media mail.

Why Most Consider Training Your Entire Workforce a Waste of Money and Too Expensive

The Problem: Customer service training does not work. It is too expensive when you look at all costs including labor time, travel expenses, professional facilitation fees, and materials. It is too hard to implement with so many employees and locations and coupled with a high employee turnover rate.

Click Here for Solutions

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 12 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.

We have courses on Empowerment, Service First Video Library, Exceptional Service, Remember Me, Feelings for Professionals and Service Retail, Coaching for Success for Managers and Leaders, Healthcare with Feelings for healthcare. Loyal for Life on Service Recovery.  So many options. You can view a free preview for each program.

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 Classroom & Zoom May 24-27, 2021

Our next Certification seminar is May 24-27, 2021 in Minneapolis and Zoom.. 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.

Join us in person or using Zoom from anywhere in the world. Sessions start at 8:30 AM and finish at 4 PM each day May 24-27 Monday - Thursday. It will be recorded.

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
American Fastener

Success is Staring at you Right in the Face
Retail Observer

Breaking the Golden Rule Be Relentless
Call Center Times

The Value of Relentless Customer Service in Tough Times
Today’s Restaurant

Getting Lost Customers Back
Retail Observer

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

See All Media Articles


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