Customer Service Media Releases


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Create the Love


Emboldening an Empowered Team


Success is Staring You Right in the Face


Roll Up Your Sleeves and Become Relevant to Your Customers


The Religion of Empowerment at Disney


How to Pi** Off Your Customers


Out-learn Your Competition


Are You Guessing on Your Quality of Customer Service? 


Delivering an Unmatched Customer Experience in the Digital Age


Are You Worth More?


FEAR of Failure



The Habits of Highly Successful People


Writing a “Knock Your Socks Off” Service Culture Plan


Giving it Your Best Shot


Avoid Speed Trap Policies

Hard Work


Talent is Cheaper Than Table Salt


In a Thriving Business, Customers Are Not Optional


Customer Service with Passion and Principles



Standing Still Can Kill Your Business - The Importance of Online Training


Hard Work

How to switch off an irate customer


You Want Answers? ASK! 


Take a "Vow to Wow"


Overt Operations...How to Beat Your Competitors 

Your Best Bet for Success...Hire the Right people


Taking the Sting out of Criticism

It May Not Be Your Fault, It Is Your Problem 

Smart shopping: What customers really want is not always
what they say they want

From Average to Awesome

Using Other's Talents to Accomplish Your Vision 

Customers Will Rememeber You...But Can You Remember Their Names? 

How to Switch Off an Irate Customer

When You Have to Say "You're Fired!" 

Disruptive Service Today is Tomorrow’s Competitive Advantage

There's No Place Like Home...The Home Depot 

The need for SPEED

How to Increase the Value of Your Company by 25%...A Game Changer

Should You Fire 10% of Your Employees? 

The Golden Rule of Efficiency—“He Who Would Profit Most, Must Serve Best.”     


Know How to Rock the Boat

When the Going Gets Tough

Customer Expirience Can Be Worth Millions in Annual Revenue

Learning the Hard Way

Coaching For Success = More Profit

How Do They Do It... Year After Year?

Make Every Week Customer Service Week

Move Lost Customers Into the Profit Zone

The Importance of "The Little Things"

The Battle For Customers

Service Recovery...Handling the Screw-up

12 Reasons Why Employee Training Fails

Press "1" To Go Nowhere

Effective Complaining To Achieve Results



Effective Leadership vs Management

The Power of Word of Mouth

Deal With an Irate Customer, Don't Lose Them

Effective Complaining to Acheive Results

Vail Resorts the Ultimate Customer Service Experience

Press "1" to go nowhere

Customer Service Keynote Speaker John Tschohl Shows How to Take a Customer from Hell to Heaven in 60 Seconds Or Less

Customer Service Keynote Speaker John Tschohl Asks "Do You Make These 12 Employee Training Mistakes?"



Customer Service Keynote Speaker John Tschohl Proves Empowered Employees Create Profits

Customer Service Leaders Must Master Speed

Tanzanian Pension Fund Organization, Parastatal Pension Fund (PPF) Scoops Customer Service Excellence-Best Practices Award

2013 Innovative Leadership in Driving a Service Culture Award

Ethiopian Airlines Chosen as Worldwide Customer Service Leader

ASO Savings & Loan, PLC Chosen as Worldwide Client of the Year

Want to Dominate Your Competitors? Focus on a Customer Service Strategy

Personal Connections, Mastering the Telephone

Don't Loosen That Grip, Resist the Urge to Relax Financial Controls

Build Your Dream Team. Educate, Motivate, Stimulate, Evaluate, and Terminate

Who Are Your Customers? If You Dont' Know, How Can You Serve Them?

Moving Up. Take Control and Get Out of That Rut!

Time to Hire? Target Your Recruiting Efforts

Masters of the Customer Experience. What Kind of Value Do You Provide Your Customers?


How Do You Impact Your Employees and Their Productivity?

Follow the Leader - And Leave the Rest of the Pack Behind

Customer Service Myths: The Real Story Behind Superior Service

First Class Customer Service - Vladimir Kalaev, InfoSocial, talking to John Tschohl in Moscow on August 28, 2012

Wanted: E-Commerce Leaders - Everything You Do Should Focus on the Customer

Walk In Your Customers' Shoes

TV Interview in Ekaterinburg, Russia: Гуру сервиса


Who Controls Your Destiny?

A Winning Strategy

Reduce Costs and Improve Morale

Technology and the Human Touch

Customer Service Myths

Where are the Role Models?

Keep Those Complaints Coming



INTERVIEW: Empowerment A Way of Life on Good Morning Vail 12/19/10
If You don't Believe Me, Believe Them: Empowerment Role Models
Russia News article
Speed Bumps: Whats holding you and your company back?
Build A Great Team: Hire for Attitude, Train for Skills
Remove The Roadblocks: And Let Your Empowered Employees Grow Your Business
Service Recovery: A Great Return on Investment
A Tale of 3 Investments and the Power of a Service Strategy
IVRs: Expensive and Frustrating - June 2010
Changing the Way You Work - Empowerment is Critical - May 2010
A Lesson in How Not to Win Customers - April 2010
No Job is Safe - March 2010
Empowerment: A Way of Life - February 2010

Don't Tell Them, Show Them - January 2010


Surviving a Bad Economy - December 2009
Strike a Blow for Customer Service - November 2009
6 Steps of Customer Service - October 2009
A $25 Mistake - August 2009
Exceptional Service, Exceptional Returns - July 2009

Bullet Proof Your Job - June 2009
Eliminate Waste & Reduce Cost - February 2009


Get a Promotion and Double Your Income - November 2008
Create A Powerful Customer Experience - October 2008
Getting Customers Is Easy - September 2008
Are You Making Your Employees Sick? - August 2008
No Empowerment Means No Service - July 2008

Tough Times Call For Tough Action - June 2008
A Mixed Blessing - May 2008
What's Driving Your Business - April 2008
Leave The Hammer At Home - March 2008
Don't Run From Complaining Customers - February 2008
Create a Service Culture - January 2008


Empowerment Is It A Myth? - November 2007
Service Recovery - October 2007
e-Service: The Missing Link - September 2007
New Training Program - August 2007
How Do You Motivate Employees? - July 2007
Service: The Key to Increased Sales - June 2007
Too Little Too Late - May 2007
Want to Make More Money? - April 2007
Customers Come First at Banco G & T - March 2007
The Power of Fundamentals - February 2007
Service Recovery Puts The WOW In Customer Service - January 2007


Don't Hire Employees Who Don't Like People - December 2006
If You Want Good Service, You Must Challenge Bad Service - November 2006
Bostwana - The Best In The World - October 2006
Got Voicemail? Dump It! - September 2006

Bad Bosses: Don't Be One - August 2006
Save Money and Build Morale - July 2006

6 Steps To Creating A Service Culture
If you Worship at the Altar of Policies and Procedures, You'll Never Have Satisfied Customers - May 2006
Plan For Success - And You Will Succeed - March 2006
4 Dirty Little Secrets Of Empowerment - February 28, 2006
E-Commerce: Technology Alone Won’t Ensure Success Service is a Critical Element - February 2006
China Turns To The U.S. For Customer Service Training - January 2006


What is Service Recovery - And Why Do You Need It? - December 2005
Forget Money Focus on Praise - November 2005

It's Time To Stand Up And Complain - September 2005

Everything You Wanted to Know About Service Recovery - August 2005

If you reprint these articles in any form please use Mr. Tschohl's byline. Thank You.

Interviews available with John Tschohl, President of Service Quality Institute. Call or leave an e-mail message giving times and dates that you are available, with phone number.