Why is Great Customer Service So Hard to Find? JULY 2022
I have never figured out why so few firms deliver great service. In 1979 I wrote the world's first customer service program because customer service was awful. Feelings was released in January 1980. Customer service probably is worse today than when I started. All firms in the US believe they deliver great service. Almost everyone in the US believes customer service sucks. The CEO's never experience what happens during the day and how ineffective most employees are at handling customer service.
These firms are unwilling to spend the money to train their staff to deliver awesome service. Instead, they spend millions on phony customer satisfaction surveys that few people respond to and nobody internally does anything with. If they spent this money training their staff on how to deliver great service, the money would be better spent.
If you are interested in learning about our 3-year service culture plan view this 3 Year Service Culture Plan and watch the videos. You get 3 new programs a year for your entire workforce. We discount the pricing heavily. For 100 - 499 employees, it is only $127 a year per person per year. This includes all Train the Trainer sessions, all facilitator and participant material. For a company of 2500 employees it is only $55 per person per year with no increase for inflation. Our programs are in English, Spanish, Russian, Bulgarian, Greek, German and Indonesian and soon Azerbaijan.
SQI has a New Licensee/Partner in Azerbaijan
I was in Azerbaijan in June doing seminars for Bravo, the largest supermarket chain in the country, and a public seminar for Allianz Consult and Salesforce/Ritmus.
Ulvi Agayev with Allianz Consults is our new licensee and partner in Azerbaijan. They will be translating our programs to Azerbaijan.
Please welcome Allianz Consult to our team! You will be hearing lots of exciting things from them.
Product Development at SQI
We are making major improvements to some of our customer service programs to make them more relevant and we are developing a new program called Smile starting August 1.
Smile, I think it is so simple, but so many people do NOT smile. You cannot send out an email telling employees to smile and expect them to change. It is so simple. In Minnesota, where I live, most people smile. We call Minnesota Nice. Most employees do NOT smile, which I think takes 1-2 seconds and does not cost money.
Smile will be a one-session program taught in the US in 2 hours and in developing countries in 3-4 hours.
It will have a user-friendly leader guide, video, and participant book perfect bound with a Certificate, Smile technique card, and Smile performance standard. It will take about 90 days to get everything written. Then we have to film the program and design all components. Then we can finally go to print. It might be available in November, but maybe January.
Leading Empowered Teams will have a new look and updated content.
Here is the potential new cover.
The final new product will be available by the end of August. The new name is Leading Empowered Teams for an Awesome Customer Experience. We have kept pricing the same for the last several years. There is no video with this 2-day seminar. We will also have a new PowerPoint presentation
Empowerment: A Way of Life video has been totally upgraded. A new look. New graphics, new narrator, and lots of new cover video. Now it looks like it was filmed in 2022. Here is a 10-minute Empowering Employees demo video. The Russian, Spanish, Bulgarian version will be available by September 1st. Let me know what you think. email@example.com
Speed is the next program we are working on. I hope the completed new video will be ready before July 31.
Loyal for Life, Remember Me, Exceptional Service and Feelings videos will all be improved this year.
Service Quality Institute is spending a lot of time and money upgrading programs, so we have state-of-the-art programs for you.
Service Quality Institute Free Diploma Program
If you would like to earn our FREE Master of Customer Service or Graduate of Customer Service, it is available at no charge to all customers. Look at the details here.
John Tschohl Service Strategy Seminars
My calendar is open for dates for 2022 and 2023. If you want to turn on your leadership team and book a one or two-day seminar with your company or country. I have a lots of energy. Every presentation is customized. I am easy to work with. Visit my speaking site.
Certification Seminar in Minneapolis May 22-25, 2023 Virtual and In-Person
Our next Certification seminar is 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.
Both programs are instructionally designed. All our programs are built around discovery learning. This means 80% of the time is group discussion, not a facilitator talking. The programs are easy for you to facilitate.
If you need a visa, it is best to apply early. 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.