Changing Attitudes and Behaviors
January 2024

Everyone in the world knows customer service is critical to an organization's success. The problem in the last few years is the quality of customer service seems to get worse each month. Almost every customer-focused company in the last 20 years has gone through some variation of a customer service program.

It's like attending a class on losing weight. It might have been 4 or 10 years ago and there is a good chance we didn't maintain the skills we learned. Over time, this often leads us to forget the lessons entirely.

There are 3 critical elements that must used to create maximum impact.


	Costco 2023 Results - A Relentless Customer Service Leader Costco was featured in my book Relentless and Achieving Excellence Through Customer Service. Their fiscal year ended September 3, 2023. View Costco's Annual Report . The company is now 40 years old. Net Sales for the 52-week year totaled $237.7 billion a $15 billion increase in sales or 8%. They have 871 locations with 600 in the US. Costco is a real customer service role model. They have great customer service, prices, quality, and speed. It takes only minutes to check out regardless of how long the lines are because they 2-3 employees at each cashier check out counter. Sam's will have one check-out counter staffed with a human with long lines. Average sales per store are $252 million. The stock has climbed. As of January 9, 2024, the $1,000 I invested in Costco in May of 2003 is now worth $27,854. My 41.8 shares on January 12, 2024, will receive dividends of $627. Sam's owned by Walmart is not in the same league. My $1000 invested in Walmart stock is worth on January 9 $4,285 Costco has 316,000 employees at the end of 2023 and the employees at Costco make 50 -100% more than Sam's. Costco's code of Ethics requires that they "Take Care of Our Employees." They have a high retention rate of 90% for employees who have been with them for at least one year.

Service Quality Institute has the strongest brand in the world when it comes to Customer Service. SQI offers two Diplomas

SQI has two Customer Service Diplomas you can earn for a fraction of what a college diploma will cost. View our Diplomas here.

1. Graduate of Customer Service 7 programs 28 credits needed
2. Master of Customer Service 9 programs 48 credits needed

There are several ways you can earn these Diplomas:

You can go online and for $97 a course you can go as fast or as slow as you want. Take 7 courses with 28 credits and earn Graduate of Customer Service and take two more courses with 20 credits more and earn Master of Customer Service.
Your company could buy our 3-year service culture plan and then all employees could earn a Diploma for free.
Your organization could buy individual programs and work with SQI or one of our partners to keep track of your credits.

SQI will issue the diplomas. We will provide our own accreditation on a worldwide basis.

There are NO higher education institutions in the world delivering any programs on customer service. Earn more credentials, become more valuable, and get promoted with a very small investment. The Graduate of Customer Service Diploma can be earned for only $679 and the Master of Customer Service for only $873

New SQI Corporate Brochure

We have a new corporate brochure SQI for 2024.

View our new brochure

Smile: a NEW One-Session Program in English and Spanish

Smile is ready to ship. It is a new one-session program implemented in 3-4 hours. The first step in great customer service is to Smile. In Minnesota, where I live, almost everyone smiles. In some parts of the US and in many countries, you seldom see a Smile.

A genuine smile can change everything -- for the customer, your colleagues, and yourself.

The user-friendly Leader Guide comes with a flash drive. Participant material includes a 6 x 9" perfect bound participant book, certificate, technique card, and Smile customer service performance standard.

View the Smile Brochure here
(View Spanish version)

The facilitator guide with the flash drive and over 40 minutes of video is only $999. Participant kits start at $20.

You can view the Smile program on our website including a 5-minute video demo in English and Spanish. You can also view all elements of the program on our website.

The introductory start-up special which includes the leaders guide with the flash drive and 25 participant kits is $1,499 with free shipping anywhere in the world.

Live & Virtual Customer Service Certification Seminar in Minneapolis
May 20-23, 2024

View the 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.

Pricing is $2,800 The Virtual seminar is $2,600

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, how to drive empowerment, the skills of coaching for a customer-driven workforce, and teamwork.

"Feelings Service Retail" is used on the first day of the Certification Seminar. All participants in CCST receive the $1,199 Facilitator and participant kit. The video was recently updated. Here is a link to Feelings for Retail Service. The 12-minute video preview is in the upper right corner. The total facilitator and participant material each person receives is worth $1,871. The Certification Seminar licensees you to buy participant material at an 85% discount on the Certification Fees. Feelings participant kits are $22 each, and Leading Empowered Teams are $150 each.

We have special group rates of $119 USD/night at the Marriott Courtyard Bloomington by Mall of America. The largest mall in the US. There is no sales tax on clothing in Minnesota. Lock in our limited block of rooms now at a special rate. Your credit or debit card is NOT charged until you check-in. Breakfast is included.

Book your group rate for Service Quality Institute

Start Date: Monday, May 20, 2024
End Date: Thursday, May 23, 2024
Last Day to Book for Special Hotel Rates: Sunday, May 5, 2024

If you are working toward your Graduate of Customer Service or Master of Customer Service Diploma, it gives you 18 credits.

Click here to view our customer service diplomas.

John Tschohl Service Strategy Seminars

If you want to fire up your team and drive a service culture, use John Tschohl and get your entire leadership team involved.

Every presentation is customized. I can do keynotes for 60-90 minutes, a full day, or a 2-day seminar. I do these Seminars in person or on Zoom.

Visit my speaking site.

If you want to use me for a keynote or 1-2 day seminar, contact our Channel Partners all over the world or:

Carmen Velasco, VP of Latin America & North America
Carmen@servicequality.com
Whats App 1-619-862-7694

John Tschohl
John@servicequality.com
Cell/Whats App 1-612-382-5636


	SQI In The Media

MOTIVATING EMPLOYEES: Compliments and Kind Words Go a Long Way
Call Center Times

The Backbone of Great Customer Service
Today’s Restaurant

Empowerment: The Backbone of Great Customer Service
Call Center Times

How to Motivate Your Employees
Aqua Magazine

Motivating Employees: Compliments and Kind Words Go a Long Way
Call Center Times

I ntegria – International CX Day (English)

Smile – A First Impression Can Change Everything
Retail Observer

Empowerment: The Backbone of Great Customer Service

Call Center Times

S mile – A First Impression Can Change Everything
Call Center Times

Send Customers the Right Message…with a Smile
Franchinsing.com

See All Media Articles