Published Customer Service Articles
Click here to read articles in Russian.
2018 Customer Service Articles
December
What Prevents Domestic Business From Developing Excellent Service?
Atameken (RUSSIAN)
What Prevents Business From Developing Excellent Service
Atameken (RUSSIAN)
Emboldening an Empowered Team
VDTA
Emboldening an Empowered Team
SDTA
How to Pi** Off Your Customers
HR.com
Customer Service with Passion and Principles
Retail Observer
November
Emboldening an Empowered Team
HR.com
6 Steps To Invest In Your People To Develop A Customer-Driven Workforce
HR.com
Emboldening an Empowered Team
Call Center Times
How To Really Annoy Your Customers
Agency Sales
In a Thriving Business, Customers Are Not Optional!
Retail Observer
Roll Up Your Sleeves and Become Relevant to Your Customers
VDTA
Roll Up Your Sleeves and Become Relevant to Your Customers
SDTA
The Religion of Empowerment at Disney
HR.com
October
Frequent Flyer Loses Bags And Says Nyet To Aeroflot's Customer Service
Forbes
The Religion of Empowerment at Disney
VDTA
The Religion of Empowerment at Disney
SDTA
Deliverying an Unmatched Customer Experience in the Digital Age
American Fastener
Out-learn Your Competition
American Fastener
Out-learn Your Competition
Agency Sales
Hard Work - Recipe for Success
Retail Observer
How to Complain When You Feel Wronged by an Airline, a Hotel or a Rental Car Company
Forbes
September
Roll Up Your Sleeves and Become Relevant to Your Customers
Call Center Times
Standing Still Can Kill Your Business
Retail Observer
August
Are You Guessing on Your Quality of Customer Service?
Agency Sales
How to Infuriate Your Customers
ABA Bank Marketing
Tapping the Talent of the Future
Retail Observer
Out-Learn Your Competition
VDTA News
July
Writing A Knock-Your-Socks-Off Service Culture Plan
American Fastener Journal
Fear of Failure
Agency Sales
Are You Worth More Than 6-12 Minutes of Training Every Six Months?
Agency Sales
Are You Guessing On Your Quality Of Customer Service?
SDTA News
Are You Guessing On Your Quality Of Customer Service?
VDTA News
You Want Answers? Ask!
Retail Observer
Stagnation can destroy your business…(Greek)
Vow to Wow (Greek)
Marketing Week
June
Are You Guessing On Your Quality Of Customer Service?: Facts to consider
HCM Sales, Marketing and Alliance Excellence
Harnessing the Talent of the Future Part 1 (Russian)
HR Professional
Harnessing the Talent of the Future Part 2 (Russian)
HR Professional
Standing Still Can Kill Your Business Part 1 (Russian)
HR Professional
Standing Still Can Kill Your Business Part 2 (Russian)
HR Professional
Take a Vow to Wow
Retail Observer
May
Your Best Bet For Success: Hire the Right People
Retail Observer
Fear of Failure
Personal Excellence
April
Δεν σας καλÏπτει το Customer Service; Παραπονεθείτε!
if you can't say nothing nice about customer service...complain
Marketing Week
ΑξιοποιÏŽντας το ταλÎντο του μÎλλοντος
Harnessing the talent of the future
Marketing Week
H συμβολή της σκληρής δουλειάς στην επιτυχία
Hard work and success
Marketing Week
Σε μια επιτυχημÎνη επιχείρηση, οι πελάτες δεν είναι προαιρετικοί!
For a successful company, clients are not optional
Marketing Week
ΘÎλετε απαντήσεις; Ρωτήστε!
Don't listen so you can talk, listen so you can learn
Marketing Week
How to Switch Off an IRATE Customer
Contracting Canada
Are You Worth More Than 6-12 Minutes of Training Every Six Months?
Dealer Communicator
Empowerment is Bending The Rules
Retail Observer
Writing a Knock Your Socks Off
VDTA
Avoid Speed Trap Policies
Agency Sales
Don't Listen So You Can Talk, Listen So You Can Learn
Agency Sales
Empowerment: Your Most Valuable Tool
American Fastener Journal
March
Fear of Failure
Call Center Times
Giving It Your Best Shot
Dealer Communicator
Honesty, swiftness and courtesy needed for KazPost to succeed
The Astana Times
February
Giving It Your Best Shot
Dealer Communicator
Honesty, swiftness and courtesy needed for KazPost to succeed
The Astana Times
Ð’ 40 ЛЕТ ВСЕ ТОЛЬКО ÐÐЧИÐÐЕТСЯ… И ДЛЯ СЕРВИСРТОЖЕ
CX Club
January
Habits of Highly Successful People
Call Center Times
Σκληρή δουλειά και επιτυχία
Boussias
Writing a "Knock Your Socks Off" Service Culture Plan
HR.com
Call Center Times
It May Not Be Your Fault (But It Is Your Problem)
Retail Observer
2017 Customer Service Articles
December
Avoid Speed Trap Policies
VDTA News
Avoid Speed Trap Policies
SDTA News
Avoid Speed Trap Policies
The Customer
Don't Listen So You Can Talk, Listen So You Can Learn
The Customer
If You Can't Say Something Nice About Customer Service...Complain!
The Customer
Using Others' Talents to Accomplish Your Vision
Retail Observer
Giving It Your Best Shot
Call Center Times
November
Giving It Your Best Shot
Call Center Times
Avoid Speed Trap Policies
Today's Restaurant
Don't Listen So You Can Talk, Listen So You Can Learn
VDTA News
Don't Listen So You Can Talk, Listen So You Can Learn
SDTA News
Hard Work
VDTA News
Empowerment...Your Most Valuable Tool
VDTA News
Hard Work
American Fastener Journal
Standing Still Can Kill Your Business: The Importance of Ongoing Training
American Fastener Journal
Hard Work
SDTA News
Don't Listen so You Can Talk, Listen so You Can Learn
The Dealer Channel Improvement Center
Harnessing the Talent of the Future
Agency Sales
In a Thriving Business, Customers Are Not Optional!
Retail Observer
October
Don't Listen So You Can Talk, Listen So You Can Learn
Dealer Communicator
From Average To Awesome
Retail Observer
September
Customer Service with Passion and Principles
Africa Print Journal
When You have to Say "You're Fired"
Retail Observer
August
If You Can't Say Something Nice About Customer Service...COMPLAIN!
Call Center Times
Standing Still Can Kill Your Business...The Importance of Ongoing Training!
American Fastener Journal
Take Vow to Wow
The Customer
Disruptive Service Today, is Tomorrow's Competitive Advantage
Retail Details
July
The Power of Empowerment
Retail Details
Standing Still Can Kill Your Business...The Importance of Ongoing Training!
VDTA News
The Importance of Continuous Training
Agency Sales
Standing Still Can Kill Your Business
Training and Development Essentials
Should You Fire 10% of Your Employees?
Retail Observer
Turn Complaints Around: When things go wrong, listen to your customer
Today's Trucking
The Importance of Ongoing Training!
Retail Details
Standing Still Can Kill Your Business...The Importance of Ongoing Training!
Call Center Times
June
How to Increase the Value of Your Company by 25 Percent
The Retail Observer
Agency Sales - Not Fault Problem
Agency sales
VDTA - Flooring- Want Answers
VDTA News
May
Hard Work
Call Center Times
Standing Still Can Kill Your Business The Importance of Ongoing Training
Africa Print Journal
April
How to handle an Irate Customer
The Retail Observer
Take a Vow to Wow
VDTA News
Take a Vow to Wow
SDTA News
Your Best Bet for Success...Hire the Right People
Agency Sales
You Want Answers? Ask!
Call Center Times
March
Take a Vow to Wow!
Dealer Channel Improvement Center
Get rid of security guards, those robots at the entrance to your hotel or restaurant [Russian]
Hospitality Marketing
Take a Vow to Wow!
Call Center Times
February
Disruptive Service Today is Tomorrow's Competitive Advantage
American Fastener Journal
Overt Operations...How to Beat Your Competitors
HR.com
Empowerment is Bending the Rules
Dealer Communicator
Overt Operations...How to Beat Your Competitors
Biz India
Your Best Bet For Success: Hire the Right People
Dealer Communicator
January
Overt Operations...How to Beat Your Competitors
Call Center Times
Your Best Bet For Success: Hire the Right People
HR.com
Your Best Bet For Success: Hire the Right People [Russian]
Hospitality Magazine
Customer Service Hell is Spelled - IVR
Agency Sales
Empowerment is Bending the Rules
VDTA Flooring
Empowerment Isn't About Breaking But Bending Rules
Sales and Service Excellence
Hire the Right People
ABA Banking
Your Best Bet For Success...Hire the Right People
Call Center Times
2016 Customer Service Articles
Using Others' Talents to Accomplish Your Vision
Agency Sales
Taking the Sting out of Criticism: How to Do it?
HR.com
It May Not be Your Fault, But It is Your Problem
VDTA Flooring
It May Not be Your Fault, But It is Your Problem
SDTA News
How to Take the Sting Out of Criticism: How to Do it?
Today's Restaurant
How to Take the Sting Out of Criticism: How to Do it?
ABA Banking
Customer Service Hell is Spelled...IVR!
HR.com
Know How to Rock The Boat
The Retail Observer
OVERRATED
Star Tribune
How Do You Create a Service Culture
Dealer Channel Improvement Center
#13 Productivity Tips For Customer Service Professionals
CXService360
The Most Reliable Way To Grow Your Business
Retail Observer
How to Increase the Value of Your Company by 25%
Vacuum Dealers Trade Association
Using Others' Talents to Accomplish Your Vision
Vacuum Dealers Trade Association
How to Increase the Value of Your Company by 25%
Sewing Dealers Trade Association
Using Others' Talents to Accomplish Your Vision
Sewing Dealers Trade Association
Disruptive Service Today Is Tomorrow's Competitive Advantage
Agency Sales
When You Have To Say "You're Fired"
American Fastener
It May Not Be Your Fault, But It Is Your Problem
Dealer Communicator
It’s Not Your Fault; It’s Your Problem
ABA Bank Marketing
What’s Your Favorite Non-Bank Brand?
ABA Bank Marketing
It May Not Be Your Fault, But It Is Your Problem
Call Center Times
What Do Consumers Want? Not What They Say They Want
Star Tribune
Why Customer Satisfaction Surveys Fail
Agency Sales
How Do You Create a Service Culture?
VDTA News
How Do You Create a Service Culture?
SDTA News
Leveraging the Talent Around You
CBS Insight
Leveraging the Talent Around You
ABA Marketing
When You Have to Say, "You're Fired!"
AQUA
What Customer Satisfaction Surveys Backfire
VDTA SDTA News
How to Switch Off an Irate Customer
VDTA SDTA News
How to Increase the Value of Your Company by 25%
Today's Restaraunt
How to Switch Off an Irate Customer
VDTA SDTA News
The Need For Speed
Agency Sales
The Name Game
Agency Sales
From Average to Awesome
Call Center Times
When The Going Gets Tough
Retail Observer
How to Switch Off an Irate Customer
Agency Sales
From Average to Awesome
Call Center Times
When You Have To Say, "You're Fired!"
Call Center Times
Customer Service can be Worth Millions in Annual Revenue
The Retail Observer
Disruptive Service Today is...Tomorrow's Competitive Advantage
BizIndia
Disruptive Service Today is…Tomorrow’s Competitive Advantage
Call Center Times
How to Increase the Value of Your Business: A Real Game Changer
BizIndia
Breaking the Golden Rule
Dealer Communicator
What Banks Can Learn from Home Depot
ABA Bank Marketing
How to Increase the Value of Your Company by 25%
Call Center Times
Learning The Hard Way
The Retail Observer
How to Switch Off an Irate Customer
Call Center Times
The Golden Rule of Efficiency
HR.com
How To Switch Off An Irate Customer?
HR.com
Coaching For Success = Profit
Retail Observer
Six Ways To Calm An Angry Customer
Travel Market Report
How to Defuse an Irate Customer
ABA Bank Marketing
Name-Calling: Great for Business!
Retail Details
How to Switch Off an Irate Customer
Best Practice in Sales and Marketing
Good Values Make Business Sense
The Retail Observer
Names You Want to Remember
ABA Bank Marketing
Customers Will Remember Your Business If You Can Remember Their Names
The Call Center Times
How Do They Do It, Year After Year?
Retail Observer
Building Rapport With Your Customers
Sales and Service Excellence
Building Rapport With Your Customers
The Call Center Times
Golden Rule of Efficiency
The Call Center Times
Свидание вÑлепую: как понравитьÑÑ Ð½Ð¾Ð²Ð¾Ð¼Ñƒ клиенту
HR-tv.ru
The 86 Percent
The Paint Dealer
Make Every Week Customer Service Week
The Retail Observer
7 Ways to Better Serve Customers
Aba Bank Marketing
12 razones por las que falla la capacitacion a los colaboradores
Revista Capacitando
Как Amazon обошел любимчика публики – компанию Apple
HR-tv.ru
Building Rapport with Your Customers
Finance Review
Plus Consultores
Players of Life
Customer Service Gurus: Catching Up With John Tschohl
Customer Service Guru
Делегируй и езжай отдыхать Ñпокойно (PDF)
HR-tv.ru
Секрет, который знают виртуозы ÑервиÑа (PDF)
HR-tv.ru
2015 Customer Service Articles
Customer Service of Black Friday - Is There Any?(Audio)
Seize the day
The Importance of the "Little Things" (PDF)
Retail Observer
Know How to Rock the Boat (PDF)
Global Banking and Finance Review
Делегируй и езжай отдыхать Ñпокойно (PDF)
HR-tv.ru
In the Customer's Shoes (PDF)
Call Center Times
How Do They Do It (PDF)
Agency Sales
Take the Proactive Approach to Service (PDF)
Call Center Times
Know how to Rock the Boat (PDF)
Call Center Times
Move Lost Customers Into the Profit Zone (PDF)
Retail Observer
6 Principles of Customer Service (PDF)
Multi-Unit Franchisee
Skillfull Complaining (Motivating)
The Retail Observer
When the Going Gets Tough (PDF)
Call Center Times
The Importance of the "Little Things" (PDF)
Agency Sales
Customer Experience Can Be Worth Millions In Annual Revenue (PDF)
Call Center Times
Coaching For Success = More Profit (PDF)
Call Center Times
Focus, Focus, Focus (PDF)
The Retail Observer
The Meaning of Life and Customer Service (PDF)
Excellence Reporter
Learning From the Good and the Bad Organizations (PDF)
Agency Sales
Good Value Makes Good Business Sense (PDF)
Call Center Times
Take the Proactive Approach to Service - and Build Your Profits (PDF)
Retail Observer
How Do They Do It... Year After Year? (PDF)
Biz India
Focus, Focus, Focus (PDF)
Agency Sales
ИСКУССТВО КОМПЕÐСÐЦИИ (PDF)
Forbes Ukraine
СервиÑное поле битвы казахÑтанÑких банков (PDF)
Forbes Kazahstan
Who Does Your Customer Think You Are? (PDF)
The Retail Observer
Make Every Week Customer Service Week (PDF)
Call Center Times
Service Recovery... Handling the Screw-up (PDF)
The Retail Observer
The Battle For Customers (PDF)
Call Center Times
Becoming A Brand Your Customers Fall In Love With (PDF)
The Retail Observer
The Importance of "The Little Things" (PDF)
Call Center Times
The Importance of “The Little Things” (PDF)
Complaining Customers Are The Best Motivators (PDF)
The Wise Marketer
Move Customers Into The Profit Zone (PDF)
Call Center Times
Focus, Focus, Focus (PDF)
Call Center Times
Джон Шоул: Приговор казахÑтанÑкому ÑервиÑу (Russian)
Forbes Kazakhstan
Effective Leadership vs. Management
The Retail Observer
Focus, Focus, Focus
Call Center Times
Being Proactive -- Internally Customer Driven
Call Center Times
What's Your Definition of Service?
The Retail Observer
LS Kazakhstan with John Tschohl (Russian)
Refuse To Be A Bystander-Take Action And Move Up
The Retail Observer
Service Recovery...Handling the Screw-Up
Call Center Times
Run Circles Around Your Competition in 2015
Call Center Times
2014 Customer Service Articles
How Can Employees Handle Irate Customers?
Good Morning Vail Speaks with John Tschohl
Effective Leadership vs. Management
Call Center Times
Retailers Cater To Holiday Shoppers, Deliver Top Service
news.investors.com
SERVICE… IT CONSISTENTLY PAYS
Retail Observer
Black Friday and Your Employees
Small Business Opportunities
Effective Leadership Vs Management
A Sharpe Outlook
The Gift That Keeps On Giving
Retail Observer
Effective Leadership Vs Management
Design.hr.com
Editorial - John Tschohl
Desing.hr.com
Still Leading the Way
Retail Observer
Breaking the Golden Rule
Small Biz Resources
Service...It Consistently Pays
Sales and Service Excellence
Breaking the Golden Rule
Call Center Times
Brilliant and Efficient - The Art of Outsourcing
Small Biz Resources
Bending The Rules
Retail Observer
Service...It Consistently Pays
Call Center Times
Servicio al cliente, camino al exito
La Nacion
Mirror, Mirror on the Wall...
Retail Observer
Bending the Rules
Sales Service Excellence Essentials
Creating a Service Culture
Talk Zone Radio
Bending the Rules
Global Post Weekly & 4Hoteliers
Deal With an Irate Customer
Global Post Weekly
America's "Guru of Customer Service" heads to Nairobi to conduct travel seminar
eTN Global Travel Industry News
How to Deal with Irate Customers
Customer Service Manager
Mirror Mirror on the Wall...
Call Center Times
Get customer care right if you want stable economy -- expert (PDF)
Industry
John Tschohl on TV in Botswana June 2, 2014 - BTV
Vail Resorts: The Ultimate Customer Service Experience
(download) Retail Observer
Vail Resorts: The Ultimate Customer Service Experience
(download) Call Center Times
7-Eleven CEO Stresses Customer Service
KDHnews
12 Reasons Why Employee Training Fails"
happi
Vera Likhacheva and John Tschohl
Odessa Ukraine (Russian)
How to Take a Customer from Hell to Heaven in 60 Seconds Or Less
(appeared in 251 publications)
Vail Resorts: The Ultimate Customer Service Experience (download)
Call Center Times
Get results from your complaints
The Buffalo News
12 Reasons Why Employee Training Fails
Print andPromo
Vail Resorts: The Ultimate Customer Experience
Call Center Times
Employee Training Mistakes
Appeared in 277 publications
Book Review - Empowerment: A Way of Life
Biz India
A Dozen Reasons Why Employee Training Fails
Retail Observer
Five Golden Rules of Customer Retention
Article Weekly
Empowered Employees Power Profits
Retail Observer (PDF)
12 Reasons Why Employee Training Fails
Balanced Living News
2013 Customer Service Articles
Customer Service Leaders Must Master Speed
Retail Observer
Empowered Employees Power Profits
Article Weekly
A Baker's Dozen - Reasons Why Employee Training Fails
Call Center Times
Customer Service Leaders Must Master Speed
Retail Observer (PDF)
Customer Service Is Everyone's Job
Retail Observer (PDF)
Customer Service Keynote Speaker John Tschohl Says Businesses Must Master Speed
Digital Journal (appeared in 350 publications)
Superior Service
Sales and Service Excellence Essentials (PDF)
In the Beginning, There Was the Plan. Superior Customer Service Requires a Strategy
Retail Observer
Want to Dominate Your Competitors? Focus on a Customer Service Strategy
Retail Observer
Is Customer Service Experience Your Top Priority?
Power Sports Business
Tanzania Society of Travel Agents Organizes Training
Global Travel Industry News
Customer Service is Everyone's Job
Boston Business Journal
Welcome Aboard (download)
Ethiopian Airlines
The Gold Standard of Service (download)
Business Report.com
Don't Loosen That Grip, Resist The Urge To Relax Financial Controls
Retail Observer
Cultura de servicia al cliente incrementa ganancias en 25%
El Diario De Hoy
Healthcare Employees Can Move Up to Better Jobs
Wall Street Journal
The Volleyball Team Manual - Is it for the Players or the Coach?
The Art of Coaching VolleyBall
Exclusive Interview with John Tschohl
Customer Service in Russia
Personal Connections, Mastering the Telephone
Retail Observer
Build Your Dream Team. Educate, Motivate, Stimulate, Evaluate, and Terminate
Auto Success
How to Handle Irate Callers (PDF)
Answer Stat
"Pool-Ups" Strengthen Sales, Upsell Every Customer In Your Pool (PDF)
Aqua Magazine
Retail Banking Employees Can Move Up to Better Jobs, Says Customer Service Expert John Tschohl
The Wall Street Journal
Build Your Dream Team. Educate, Motivate, Stimulate, Evaluate, and Terminate
Retail Observer
Build Your Dream Team. Educate, Motivate, Stimulate, Evaluate, and Terminate
Article Weekly
Retail Observer
Moving to Another City: How to Avoid Negativity
Planeta HR (Russia)
Delovaya Afisha-Interview with John Tschohl (Russia)
Birzha Interview with John Tschohl (Russia)
Unhappy Customers Are Like A Bomb, Megapolis (Kazakhstan)
Human Resources Management Interview with John Tschohl (cover story)(Russia)
St. Petersburg In Your Pocket Interview with John Tschohl (Russia) HeadHunter (Russia)
Planeta HR: Safety and Time Issues Cannot Be Solved By Prohibiting
Who Are Your Customers
Hoteliers
Moving Up, Get out of that rut!
Personal Excellence
Moving Up, Take Control and Get Out of That Rut!
Retail Observer
Mackay: We're all in the customer service business (Published in 52 Newspapers)
StarTribune | busines
Who Are Your Customers? - If you Don't Know, How can You Serve Them?
Article Weekly
Co-workers are customers too: Provide them with the best service possible
Daily Buzz
Hire and Check
Client's Territory - Spring 2013 (Russia)
Time to Hire? Target Your Recruiting efforts
Retail Observer
Time to Hire? Target Your Recruiting efforts
Call Center Times
Customers Aren't Always Right. Sometimes You Have to Risk Letting Them Go
The Retail Observer
How Do You Rate? How Do You Impact Your Employees and Their Productivity?
Call Center Times
How Do You Rate? How You Impact Your Employees and Their Productivity
The Retail Observer
Masters of the Customer Experience: What Kind of Value Do You Provide Your Customers?
Call Center Times
How Do You Rate? How Do you Impact Productivity?
Sales and Service Excellence
Master the Experience. Provide customers more value.
Sales and Service Excellence
2012 Customer Service Articles
E-Satisfaction: Everything You Do Should Focus On The Customer
Multi-Unit Franchisee
How Do You Impact Your Employees and Their Productivity?
4 Hoteliers
Customer Service Myths: The Real Story Behind Superior Service
The Retail Observer
The Real Story Behind Superior Service
4 Hoteliers
Gold-Medal Service: What the Olympics Can Teach You
Sales and Service Excellence
Empower Employees to Be Decision-Makers
Fox Business
Empower Employees to Be Decision-Makers
MSN: Business on Main
Follow the Leader - and Leave the Rest of the Pack Behind
Call Center Times
Follow the Leader - and Leave the Rest of the Pack Behind
The Retail Observer
Million-Dollar Ideas: A Strategy for Creating Content
Speaker Magazine
Porque todos somos Clientes
Cable en linea
Wanted: E-Commerce Leaders - Everything You Do Should Focus on the Customer
The Retail Observer
Walk in Customers' Shoes: Are you easy to do business with? (see page 16)
Sales and Service Excellence
Insurance industry earns high marks for customer service
InsuranceQuotes.com
Want To Be A Service Leader?
The Retail Observer
Doing More With Less: Motivating Employees To Be More Productive
Floor Care Professional
Costa Concordia Discount Offer Misconstrued
LA Times
5 Business Problems Solved (In One Page or Less)
Business News
Making A Wrong Right: How to Handle Irate Internal Customers
The Retail Observer
Speed, Price, and Service
The Retail Observer
Seven Tips For Coping With Customer Questions
Entrepreneur
Partnering With Your Customers
The Retail Observer
Employee Satisfaction: Survey, Analysis, Reaction (Russian)
Planeta HR (HeadHunter.ru)
Kill Stupid Rules (Russian)
Brainity
Coworkers As Customers
Sales and Service Excellence Magazine
John Tschohl, Called the "Guru of Customer Service" by Time Magazine, In an Exclusive Interview for Write and Read (Russian)
WriteAndRead.me
Indignities of Travel: Fliers Recount Humiliating Incidents
USA Today
Costa and Carnival Try to Put Out PR Fires
Forbes
How to Tame a Caligula (Russian)
CIO Magazine
How Banks Can Keep Customers Happy
Bankrate.com
We Are Responsible For Those We Manage. Leading Customer Service Teams (Russian)
Client's Territory
7 Secrets to Super Customer Service
CNN Money
As One Team (Russian)
HeadHunter
Wells Fargo Charges Fee For Checking
The Wall Street Journal
Tale of the Three Investments (Russian)
Brainity
Corporate Values: The Development and Promotion of Staff (Russian)
HR Planet
Coworkers Are Customers, Too
The Retail Observer
How Companies Can Create A Service Culture
Star Tribune
High Tech High Touch
The Retail Observer
2011 Customer Service Articles
Open Letter To NetFlix
My DVD Insider
High Tech High Touch
Customer Think
7 Secrets To Super Customer Service
CNN Money/em>
Small Business Saturday Tips
Daily Herald, Bellevue, WA
Black Friday Shopping Strategies
SheKnowsShopping.com
Empower Your Employees...Your Business Depends On It
MSN Business on Main
How Can You Motivate Your Employees To Be More Productive?
4 Hoteliers - Hospitality, Hotel, and Travel News
Dump Your Bank Day: Can consumers put a serious dent in big banks?
Christian Science Monitor
Stuck on a plane, fliers have few options
MarketWatch
Doing More With Less
Call Center Times
How To Motivate Employees To Be More Productive
Retail Observer
Life Lessons Excerpt
Real Simple
Does Your Bank Want You Off Their Books?
Fox Business
You Can't Hide Bad Service
Call Center Times
Bank loyalty fading on fees as customers take accounts elsewhere
Denver Post
9 Ways Supermarkets Suck You In
Daily Finance
B of A Should Take a Page from Vernon Hill
Bank Fees Are Irking Customers
Sun Herald
Interview - Commercial Director 09/2011 (Russian)
Citibank is next with a new banking fee
Los Angeles Times
Banks Going the Way of Airlines, Netflix, With Debit Fees
Bank Systems Technology
Empowered Employees Create Happy Customers
All Business.com
4 Roadblocks On The Road To Small Business Empowerment
Lendio Blog
Customer Service Myths: If you Believe Them You're In Trouble
Promotional Products Business
Crowdsourcing
Brainity.ru(Russian>
HR Brand- Dialogues
HRBrand.ru(Russian>
How Do You Rate As A Boss?
Call Center Times
Who Controls Your Destiny?
The Retail Observer, September 2011
Cutting Costs While Improving Customer Service"
Brainity.ru(Russian>
Is It The e-Service Era?"
Brainity.ru(Russian>
How To Achieve Delivering Great Customer Service
Modern Restaurant Magazine, June 2011(Russian)
A Winning Strategy: Create a Service Culture and Watch Your Sales Soar
Retail Observer August 2011
Success Formula "I myself"
Review "Empowerment: A Way of Life" BFM.ru(Russian)
Achieving Excellence Through Customer Service
Review Digest Kyivstar(Russian)
Article on Low Customer Service in the Far East(Russian)
First Class Customer Service (Review: "Achieving Excellence Through Customer Service"
Bankir.ru(Russian)
Review of "Empowerment: A Way of Life"
Facebook(Russian)
Review - "Empowerment: A Way of Life"
Bizbook.ua (Ukraine)(Russian)
"Empowerment: A Way of Life" listed among 2011 most interesting books
BoffoBooks.ru(Russian)
Service Recovery: A Powerfull Tool for Success
HR Brand (Russian)
HR Branding of the Future: How Companies Will be Recruiting and Keeping Employees in 2015
HR Brand (Russian)
Say Yes. Don't Say No.
HR Brand (Russian)
Line Managers Leadership Development
Human Potential Magazine 2011 (Russian)
Empowerment - Book Review
Spring 2011 - IICM Credit Focus
Reduce Costs and Improve Morale
June 2011 - Retail Observer
Competitiveness Benchmarking
May 2011 - Brainity (Russian)
Technology and the Human Touch
May 2011 - Retail Observer
Customer Service Myths (Russian)
April 2011 - Expert Club Pulset
Technology and the Human Touch
April 2011 - Call Center Times
Customer Service Myths: If You Believe Them, You're In Trouble
April 2011 - Retail Observer
Customer Service Myths: If you Believe Them, You're in Trouble
March 2011 - Call Center Times
Empowerment as a Way of Life
March 2011 - Brainity.ru (Russian)
Customer Service Myths: If You Believe Them, You're in Trouble
March 2011 - 4Hoteliers.com (English)
John Tschohl Featured in Strong-Man.ru Publication
March 2011 - Strong-Man (Russian)
Russian Business Seen by an American
March 2011 - Pulset-Club (Russian)
Effective training and development tools for sales reps
February 2011 - HR Brand
Keep Those Complaints Coming
February 2011 - Retail Observer
Hiring: no formal approach!
February 2011 - Expert Club Pulset (Russian)
Build A Great Team: Hire for Attitude, Train for Skills
February 2011 - Brainity (Russian)
No New Year's resolutions and plans but real goals to change things for the better
January 2011 - Brainity (Russian)
Keep Those Complaints Coming
January 2011 - Media Release
If You Don't Believe Me, Believe Them
January 2011 - Retail Observer
2010 Customer Service Articles
Empowerment Role Models
December 2010 - 4Hoteliers
Q and A: Investing in human resource is key to improving service delivery -- Customer Service Expert
December 2010 - Sundaytimes
Five Questions with... John Tschohl
December 2010 - Inventors Digest
Removing Road Blocks
December 2010 - Excellence
400 Trained in customer care
November 2010 - The New Times - Rwanda
Removing the Roadblocks
November 2010 - Retail Observer
What customers back? Treat them well
October 2010 - Post-gazetter.com - Business
JetBlue campaign jabs rivals' fees
October 2010 - USA TODAY - MONEY
Service Recovery: A Great Return on Investment
October 2010 - Retail Observer
Customer Service will drive success
April 2010 - Siemens Industry Journal
A Tale of Three Investments and the Power of a Service Strategy
September 2010 - Retail Observer
Changing the Way You Work
July 2010 - Retail Observer
Six Steps of Customer Service
June 2010 - Call Center Times
A Lesson in How "Not" to Win Customers
June 2010 - Retail Observer
Complaining 101: Make Your Gripe Heard
May 2010 - MSN Money
National Economic Newspaper - Belarus
April 2010 - In Russian
What is Your Dream?
The Retail Observer May 2010
No Job Is Safe
The Retail Observer April 2010
Bad Bosses: Don't Be One
The Retail Observer March 2010
Empowerment: is it a myth?
The Retail Observer February 2010
Don't Hire Employees Who Don't Like People
The Retail Observer January 2010
2009 Customer Service Articles
6 Steps of Customer Service - Master these and you will succeed
Better your company by following these 6 easy steps
The Retail Observer December 2009
Kagame calls on business leaders to change mindset
John Tschohls presentation on Achieving Excellence Through Customer Service has Rwanda's top leaders looking to improve customer service throughout the country.
The New Times - Rwanda's First Daily, December 05, 2009.
Managing For Success - Elevating Your Level of Customer Service
Superior people handling skills aid the bottom line.
Investors Business Daily, November 30, 2009.
Create a Service Culture - You will be Rewarded
The Retail Observer November 2009.
John Tschohl in La Prensa Grafica - El Salvador
Front page article in Spanish on John Tschohl in La Prensa the largest newspaper in El Salvador. From his Service Strategy seminar on October 16.
Article Date: Ocober 23, 2009
John Tschohl in La Prensa Grafica- El Salvador
Front page article in Spanish on John Tschohl in La Prensa the largest newspaper in El Salvador. Before his Service Strategy seminar on October 16.
Article Date: Ocober 15, 2009
Social Networking - Will it Create More Sales?
Social Networking Article by John Tschohl. The Retail Observer October 2009.
The Oceanaire: A Customer Service Role Model
Article on Customer Service by John Tschohl. The Retail Observer October 2009.
John Tschohl featured in full page article in La Prensa Grafica newspaper in El Salvador.
It is in Spanish. On October 16 John is doing a one day seminar, Service Strategies for an Economic Impact - The Wow Effect in El Salvador. About 150 top executives from throughout Central America are attending.
John Tschohl In Romania. Video Interview - September 24, 2009
John Tschohl had an exclusive interview with Newchannel ro in Bucharest, Romania before his major Customer Service Conference. About 100 of the leading companies in Romania attended his public seminar sponsored by SQI Romania
The Times (S. Africa), September 5, 2009
Increase the odds of a job, John Tschohl comments on employee attitude
Time, September 3, 2009
The Airlines' Customer-Complaint Lines: No Answe
USA Today, August 19, 2009
John Tschohl in USA Today on Service Recovery with Continental Airlines
Sales and Service Excellence, July 2009
Customer Experience: Create Great Ones or Recover Fast
Boost Your Bottom Line, August 3, 2009
John Tschohl shares secrets to an effective employee suggestion program.
Qatar Press Release, August 2009
Al Raya Newspaper Qatar
The Retail Observer, August 2009
"Don't Run From Complaining Customers"
USA Today, July 29, 2009
John Tschohl quoted in USA Today the largest newspaper in the U.S.
Customers say hotel service improves despite cost cuts.
USA Today, Jaunary 14, 2009
"Fliers' Complaints on Upswing"
USA Today states John Tschohl as the "Guru of Customer Service"
The Retail Observer, July 2009
"Bulletproof your Job"
First Rate Customer Service, June 2009
"Respond confidently to customer complaints"
First Rate Customer Service, June 2009
"Overcome limitations"
The Retail Observer, May 2009
"Service Recovery - What to do when you've made a mistake"
Business Review - Key Bank, Spring/Summer 2009
"Service with a Smile"
Lawn and Landscape, May 2009
"Service Check"
Sales and Service Excellence, April 2009
"Customer Friendly - Get rid of all that is not"
Retail Observer, February 2009
"Is Money a Motivator, No!"
Emprende Revista, January 2009
"Email Marketing"
Human Resource Management, January 2009
Russian Magazine
Bankstocks.com, January 7, 2009
"On Customer Service: To Destroy Value, Skimp on Employee Training"
Retailnologies e-Magazine, January 2009
"El Guru del Servicio al Cliente"
2008 Customer Service Articles
2012
Emprende Revista, Diciembre 2008
"Consejos Del Guru Mundial Del Servicio al Cliente"
Sales and Service Excellence Magazine, August 6, 2008
"Tough Action - Don't Try to Motivate People"
HR Management Magazine, April 2008 - Russia
"Train, Educate, Reward!"
General Director Article in Russian, April 2008 - Russia
Entreprenur Articulo Febrero - Spanish
2007 Customer Service Articles
Sales and Marketing Management, December 2007
Russian Magazine
Sekret Firmy (Corporate Secret) Magazine - Russian
Press Release on Euroset, in Russia.
Entrepeneur Magazine Article, August 2007
Entrepeneur Russia Magazine featuring John Tschohl