We've Got Friends in High Places

Ethiopian AirlinesEthiopian Airlines has decided to expand its business and also represent SQI in Ethiopia. The airline is government owned and the most respected, best managed business in Ethiopia and customer driven airline in the country. They want to be the friendliest airline in Africa. Find out what they have done to improve customer service and create a service culture.

Improve Customer Service Now

Improve Customer ServiceOrganizations have weak customer service because they don't understand the revenue that can be gained by implementing a superior service strategy. John Tschohl, President of the Service Quality Institute, discusses strategy and how companies will see money fall from the sky if they put more effort into creating an excellent customer service experience.

Are you running like an Olympic athlete or just strolling around the block?

Would you enter the Olympics if you knew that only a little over 2% (2.785714%) of the Olympians would walk out of Sochi with a gold medal?  The Olympic athletes typically practice for 3-4 years, 6 days a week for 7 hours a day. The training is on the basics and for a 1-2 minute event. And as is often the case, in the competitive atmosphere the people who were supposed to win did not.

Start thinking like an Olympic athlete and be the best you can be. Take home the gold with superior customer service. Grow market share by being the best.

How Employee Disengagement Costs Your Company

Service Recovery

A current Gallup poll reveals that 7 out of 10 employees are “not engaged” or “actively disengaged.”  This is costing you a bundle! When employees are not engaged, they create a rotten service culture where your customers leave unhappy possibly never to return. Create a quality service team and start with your managers. Learn how.

Guarantee Of Service Excellence creates market share

Delta DentalTom Raffio, President & CEO of Northeast Delta Dental and his incredible team of nearly 200 customer driven employees have once again pulled off an incredible year of revenue growth and market share improvements in a competitive dental health care insurance market. They are committed to providing exceptional service to their customers and their program, Guarantee of Service Excellencesm has been instrumental in their success.


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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? what's your return on service?


Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator.  what's your return on service?