SQI October 2022 Newsletter

Awesome Service from the US Post Office

We like to bash the government, but I think recognition and applause are needed when we encounter awesome service. I was on the public tennis court on a Thursday in Bloomington at about 3 PM when my former mailman, Scott Pelton, got out of his delivery vehicle and approached me.

He had a package from Switzerland that had arrived Monday at my former office. I moved 13 months earlier. He had been looking for me for 3 days and had given up and sent the package to be returned. Scott was excited to see me (the tennis court is only a few blocks from my old office).

Scott called the US Post Office where he works and found the package was still there. He drove over to get it and returned to the tennis court to give me the package. This is what I call outstanding customer service.

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Five New Programs in Development with Special Pricing

1. Leading Empowered Team for An Awesome Customer Experience will be ready to ship by the end of October.
I have spent the last several months upgrading the two-day seminar. The focus is on Empowerment, Coaching & Feedback, Teamwork, and How to Create a Better Customer Experience. Pat Porras, our top trainer who does our Certification Seminars helped me with the updates. Most clients prefer SQI channel partners to facilitate. Reach out to Carmen Velasco for Latin America at Carmen@servicequality.com and John Tschohl at john@servicequality.com for our Certified Trainers in your region. Anyone that orders this program in 2022 will receive a free Leaders Guide and PowerPoint with your order of 15 participant kits or more. 

Use coupon code $500 (Through December 31, 2022)

2. Empowerment: A Way of Life
The video has been updated! You will love it. Is available now in English, Spanish and Russian. The leader’s guide and participant material are the same. There is a 14-minute demo on our website in English, Spanish, and Russian. It now looks like the video was filmed yesterday. Very current. The video is in the upper right-hand corner of the link. Empowerment: A Way of Life is implemented in 2 sessions of 2-3 hours each and 3-4 hours in developing countries.

Empowerment is the most difficult skill to teach employees. You will never be a service leader without empowerment. It typically takes 2 miracles at one time to get an employee to spend $10. Most employees fear they will be fired if they make an empowered decision. There are too many weird things that happen each day that employees need to make fast decisions on behalf of the customer to keep them happy.

The goal of every organization should be to have overly happy customers. If this happens, you don’t need to worry about the competition. I estimate that 80% of all empowered decisions cost less than $25, and many have zero cost. Most employees love and worship rules, policies, and procedures. I have never met a CEO who did not believe in Empowerment. Companies spend a fortune on marketing. Of which 50% is wasted. Nobody knows which half. Empowerment is very powerful but has to happen with your front-line employee who have 99% of the customer contact.

Save $500 with a 33% discount (Special Price of only $999 on our Introductory Start-Up Special for 25 participants) and free shipping worldwide through November 15, 2022.

Use coupon code $500 - Introductory Start-up

3. Speed
This video has also been upgraded.  It looks like it was filmed yesterday. You can view the first 14 minutes of the video. We have the program ready in English, Spanish, and Russian videos ready. The leader’s guide and participant material are the same. The video is in the upper right-hand corner of the link. Speed is implemented in 2 sessions of 2-3 hours each and 3-4 hours in developing countries.

Speed means how you shrink the time by 90% or more. To go from 12 days to 11 days is not speed. To go from 12 days to 6 hours is speed. We have several problems with Speed. First, the mindset of employees is slow. There is no empowerment. Then company policies and procedures further slow everything down. If an employee has 4 days to complete a task, they wait until the 4th day, and then they say I didn’t know there would be traffic today or that it would rain or snow. Amazon built a business around Speed. Why not train your entire staff on Speed and become another Amazon?

Save $500 with a 33% discount (Special Price of only $999 on our Introductory Start-Up Special for 25 participants) and free shipping worldwide through November 15, 2022.

Use coupon code $500 - Introductory Start-up

4. Loyal for Life/Service Recovery
This is a one-session program. We have upgraded the video, so it looks like it was filmed yesterday. View more details. The 12-minute demo is on the top right corner of the link. On our website, you can view each program part of the video, leader guide, participant book, technique card, and certificate. Every organization makes mistakes. Most employees lie and run for cover when there is a problem. We teach 4 skills that every employee should master. The video is now available in English. We will have Spanish and Russian within 2 -3 weeks

  1. Act Quickly

  2. Take Responsibility

  3. Be Empowered

  4. Compensate

Save $400 a 33% discount (Special Price of only $799 on our Introductory Start-Up Special for 25 participants) and free shipping worldwide through November 15, 2022.

The coupon code is $400 Introductory Start-up

I also have a book called Loyal for Life.

5. Smile
This is a new one-session program; A First Impression Can Change Everything. In Minnesota, where I live, most people smile. This does not happen across the world. We started production on Smile on August 2. I have the first draft of the new participant book and expect the video script any day. Our expected release date is January 2023. We have to script the participant book, video, leader guide, and support materials and then hire the talent, film the video and edit it. The design is another critical element.  I believe packaging is everything. Finally, we have to go to print and duplication. It is like building a new plane from scratch in 5 months. We then have to put the program into Spanish, Russian, Greek, Bulgarian, Chinese, Azerbaijan, Georgian, German and Indonesian. All of our programs are instructionally designed so a person on your staff can easily facilitate Smile.

Anyone ordering the 3-year service culture plan before December 31, 2022, will receive Smile at no cost as part of their Service Culture plan. With the 3-year service culture plan, you get 3 new programs a year for 3 years. For 100 -499 employees, the per-person fee is only $127 a year. It includes the facilitation of Leading Empowered Teams for An Awesome Customer Experience and Coaching for Success plus free Train the Trainer seminars, facilitator, and participant material. The price goes down to $41 a person for volume. This is 3 programs a year. We discount pricing by over 50%.

To help you get started on the service culture plan, we will give you the pricing for the first employee program at 1/3 of the annual service culture plan. This is over a 65% discount. Select any of our programs for the entire workforce.  If you have 100-499 employees, your price is $42.33. If you have 500-2,499, your price is only $26.67. You then have 90 days after the kickoff to decide if you want to move forward with the heavily discounted 3-year service culture plan.

Feelings Retail Service Next Project

This video will be updated in late October and early November. Feelings is our flagship program. It is magic.

If you want to better understand our technology, view this link on our website. Training Problem and SQI Solutions

John Tschohl Creating Passion for Customer Service Seminars

Vietnam October 21 Zoom Sponsored by our licensee NIK,  Tien Thanh Nguyen, from 8 - 10 PM Vietnam name. If you want to participate, contact Duong Huyen at HuyenDuong0@gmail.com Whats App +84 97 255-1139

Ethiopian Airlines has me to doing two seminars on November 19 and 21 in Ethiopia for their leadership teams. They then will have 50 people trained to facilitate Empowerment: A Way of Life, Speed and Loyal for Life (Service Recovery)

Cleopas Chiketa, our partner in Zimbabwe has me doing an open public seminar on November 23 in Harare. Cleopas@dimensionsconsultancy.com
Whats App +263-7-1283-1668

Sergio Flores, our lead partner in Latin America has me doing two half-day seminars on January 25 and 26. No travel expenses.

Strategies for Customer Loyalty: Building Customer Service Culture
A LIVE seminar with John Tschohl

— Official website: https://www.servicioalcliente.org/lealtad/

— January 25, 26, Virtual Campus

Will be in English and Spanish. Contact estraegia@servicequality.com
Whats App +52-1 55-6474-0712

Jose Luis Acevedo, our Distributor in Mexico has a service strategy seminar in Guadalajara on March 23, 2023. Jose Luis has sponsored over 20 seminars with me in Mexico. JoseLuis@plusconsultores.com.mx  
Whats App +52-1 33-1410-6000

If you want to have your entire leadership team to have passion and commitment to the Service Strategy, I encourage you to book me for a keynote 60-90 minutes 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. I can do keynotes for 60 -90 minutes or a full day or 1-2 day seminars. Seminars can be live or on Zoom. Visit my speaking site.

My 8 books can be used to reinforce the message I deliver. Most of my books are also in Spanish and Russian. 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, contact:

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 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 for an Awesome Customer Experience is 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 a 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. It might take up to 5 months to get a visa appointment. 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. 

Register or find additional information here.

SQI In The Media

Complaints are Opportunities
Retail Observer

Reviewing Employee Performance
Agency Sales

The Need for Speed
Call Center Times

Become Indispensable and Extraordinary
American Fastner Journal

Five Steps to Getting Great Customer Service
Retail Observer

Complaints are Opportunities
Call Center Times

Reviewing Employee Performance
Today’s Restaurant

Drive your Business by Empowering Your Employees
Today’ Restaurant

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