Northeast Delta Dental:
A Relentless Customer-Driven Role Model

Every year I highlight Northeast Delta Dental. This is an insurance company based in New Hampshire, Maine and Vermont (Every 4 years, anyone running for U.S. President spends a lot of time there).

I have been working with Tom Raffio, President of Northeast Delta Dental, since March 1990. That is 33 years. Tom implemented The Guarantee of Service Excellence starting April 1, 1990 at Dental Dental Plans of Massachusetts before becoming President of Northeast Delta Dental in 1996.

In both my "Relentless"  and "Achieving Excellence Through Customer Service" books I featured Tom Raffio and Northeast Delta Dental. Very few firms in the world provide Relentless customer service. Click below to read more about how Northeast Delta Dental has achieved customer service excellence.

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New One-Session Program!
Smile: A First Impression Can Change Everything

The scripts for "Smile: A First Impression Can Change Everything" are all written and the video is being filmed. You will love the one-session program. We are aiming for the English release in early March and Spanish in late April.

It will help you learn and practice the habits and skills of a positive outlook and a positive attitude.

A smile is one of the first elements in superior customer service. At work, a smile instantly conveys to your customer:

  • "I like you"
  • "I care about you a person"
  • "I value you"
  • "I care about your needs"
  • "I'm ready to help"

People are wired to notice and evaluate faces, even at a distance.

Amazon Increases Sales $44.2 Billion in 2022

On February 2 Amazon released its 2022 fiscal year financial information. Net Sales increased to $514 billion in 2022. A $44.2 billion increase.  They lost $2.722 billion. Part of this is they took a pre-tax valuation loss of $12.7 billion  from the common stock investment in Rivan Automotive, Inc.

North America segment sales increased 13% to $315.9 billion. Andy Jassy, Amazon CEO said. "Our Relentless focus on providing the broadest selection, exceptional value, and fast delivery drove customer demand."

Amazon obsesses over how to make customers' lives better and easier every day. They obsess over the customer experience.

Amazon is driven by a passion for invention across all of its business areas. The company builds new products and services that customers ask for, and also invents new ones that customers didn't know they wanted but make their lives or businesses better in some meaningful way.

I believe Amazon is Relentless and the most customer driven company in the world. Amazon believes in developing its employees. They have surpassed 100,000 participants in Career Choice. They are protecting the environment. 

Here is a link to Amazon's 2022 financials.

Live & Virtual Certification Seminar in Minneapolis
May 22-25, 2023

View the new Certification Seminar brochure.

If you want to build your credentials and advance your career, you should attend this Customer Service Certification Seminar. Service Quality Institute is the only learning Institute in the world that only focuses on customer service. We have a greater depth of learning programs for customer service and more experience than anyone else in the world.

Learn from the best. Pat Porras, our lead trainer, will facilitate the 4-day Certification Seminar. Learn more about Pat here.

Need to book a room? We have special room rates of $85 a night at the La Quinta Inn & Suites by Wyndham

If you need an invitation letter for a Visa, let me know. If you have not applied for a visa appointment by February, you will probably not get a visa appointment with the US Embassy in time to make the seminar's dates.

The Certification Seminar is also virtual. Anyone that attends a virtual Seminar receives FREE admission to a future live in-person Certification Seminar. We conduct a Certification seminar every year in May.

Leading Empowered Teams for an Awesome Customer Experience has been updated. All Certification participants receive the new Leader guide, PowerPoint and participant material. This 2-day seminar focuses on what you have to change to become more customer-centric, empowerment, coaching and teamwork.

"Feelings" is used on the first day of the Certification Seminar. All participants in CCST receive the $1,199 Facilitator and participant kit. The total facilitator and participant material each person receives is worth $1,871.

Advance Your Career and Earn a Graduate of Customer or Masters of Customer Service Diploma

Use our Customer Service Diplomas to advance your career. We have two Diplomas, The Graduate of Customer Service, which requires 7 programs with at least 28 credits. If you do this online, each course is $97 and for all 7 is only $679, and the Master of Customer Service, which requires 9 programs and 48 credits, is another $194 more for a total investment of  $873. With the May 22-25 Certification Seminar, you earn 18 credits.

Personal Development, Success and Career Advancement

We have developed a new website that will help individuals move up in their careers and become more competitive for career advancements and increased income.

I have partnered with Dr. Jim Harrington the guru of quality and process improvement. Rather than wait for your company to invest in your future, take advantage of the learning tools we have at very affordable rates. From the comfort of your home 24/7, you can build yourself and advance your career and income.

John Tschohl Service Strategy Seminars

Jose Luis Acevedo, our Distributor in Mexico, has a Relentless service strategy seminar in Guadalajara on March 23, 2023. Jose Luis has sponsored over 20 seminars with me in Mexico.  
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. Amazon has mastered all of these.

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

SQI In The Media

How Do You Rate as a Boss?
Call Center Times

Customer Service Heroes
Agency Sales

Recognition is Critical
Call Center Times

The Need for Speed
Today’s Restaurant

Writing a “Relentless” Service Culture Plan
Retail Observer

Customer Service Heroes: Companies That Go the Extra Mile
CSM Magazine

The Need for Speed
HCM Sales

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