SQI May 2022 Newsletter

Amazon and Home Depot 2021 Annual Reports
MAY 2022

Two service leaders worth following are Amazon and Home Depot. You can learn a lot from their annual reports. I believe you learn from the best. Two firms worth benchmarking yourself against. Your leadership team should study the thinking and execution of plans laid out in the report. See the two annual reports in my article below.

Continue Reading

Ethiopian Airlines Tewolde GebreMariam Retired CEO

Tewolde GebreMariam has stepped down as chief executive of Ethiopian Airlines following a long period of success.  Tewolde implemented my seminars and service culture plan in 2013. Ethiopian Airlines is one of our best and biggest customers. Ethiopian Airlines was named our client of the year in 2015. A 37-year company veteran, GebreMariam’s leadership and vision made the airline a customer-driven airline.

Ethiopian quadrupled in size between GebreMariam taking charge in 2011 and the last full pre-pandemic year in 2019, growing from a fleet of 33 aircraft carrying three million passengers to one with a fleet of 130 aircraft carrying 13 million passengers. It is the most successful and most profitable airline in Africa. I will miss Tewolde but I am still in touch with him.

John Tschohl Service Strategy Seminars

If you want to have your entire leadership team have passion and commitment to the Service Strategy I encourage you to book me for a keynote or 1-2 day seminar. This means owning and dominating the market. I share with clients the Proven Process for Driving a Service Culture.

Every presentation is customized. On May 31, I will be doing a seminar in Tbilisi Georgia for the Tourism Administration for 300 service leaders. On June 9 I am doing an open seminar in Baku, Azerbaijan. Live and in person. Join me in Tbilisi and Baku.

In August I will be in Bolivia. Marwan El Tine has moved back to Bolivia and is now managing SQI in Bolivia. We have a new consultant Cochabamba Bolivia. Santi Barrdo has joined our team. His email is santibarretomentoria@gmail.com. His cellphone is +591-7690-9985.

My 8 books can be used to reinforce the message I deliver. Virtually no speakers have the depth of products to reinforce the service strategy message after they deliver their keynote. If you want to use me for a keynote or 1-2 day seminar in 2022 or 2023 contact:

Marina Lukyantseva
, VP CIS & Russia 
Whats App +1-408-637-8730

Carmen Velasco, VP Latin America & North America
Whats App +1-619-862-7694

John Tschohl

Cell/Whats App +1-612-382-5636

Certification Seminar in Minneapolis May 22-25, 2023 Virtual and In-Person

Our next Certification seminar is on May 22-25, 2023 in Minneapolis, Minnesota. It will be both virtual and in-person using Zoom. If you want to be certified and learn how to facilitate Feelings, our Flagship program and Leading Empowered Teams this a powerful way for you to advance your credentials and career and be able to buy participant material for these 2 programs at an 80% discount off your seminar prices.

I just facilitated both programs for the April Certification. What I learned is that the 2 programs are exceptionally well instructionally designed. All our programs are built around discovery learning. This means 80% of the time is group discussion, not a facilitator talking.

Here you can find a testimonial from Georgi Gunchev, Licensee for Service Quality Institute Bulgaria.

If you need a visa it is best to apply now. The US Embassy is super slow. If you need an invitation letter let me know. All virtual participants are allowed to attend a future in-person Certification Seminar at no cost. We had participants from the Virgin Islands and Zimbabwe that attended virtually and now both get free registration in the May 2023 Certification Seminar

Register or find additional information here.

In The Media

Five Steps to Getting Great Customer Service
Call Center Times

Get an Edge with Customer Service Training
Today’s Restaurant

9 Steps to Retaining Employees
Retail Observer

The 4 C’s in Handling Irate Customers
HCM Sales Magazine

Get an Edge with Customer Service Training
Retail Observer

The 4 C’s in Handling Irate Customers
Call Center Times

See All Media Articles


Copyright © 2022 Service Quality Institute. All Rights Reserved.
Service Quality Institute, 9201 East Bloomington Freeway Minneapolis, MN 55420