| | | | | | Since 1980, I’ve observed countless companies lose focus on customer service, but Costco remains a standout exception. With $249.6 billion in sales this year and a nearly 38-fold return on a $1,000 investment over four decades, Costco’s commitment to exceptional customer experience is undeniable. In contrast, firms like Walmart and JetBlue have seen far lower returns due to a lack of focus on service. In this post, I explore why valuing both customers and employees is crucial and how Costco’s unwavering service strategy sets them apart. | | | | | | | | | | | | See All Our Upcoming Certifications, Seminars, and Events | | | | | |
| | | | | Remember Me Video Has Been Upgraded
We just completed the upgraded video for Remember Me. A two session training program designed to teach your employees why and how they can remember and use your customers' names. There are many elements of great customer service. Virtually no firms use your name or use it. Strategically if you can teach and train all your employees including yourself to remember the customer's name you will have a a significant advantage over your customers that they will never be able to copy. If you reduced your price by 50% on your best-selling product your competitors would copy you within 24 hours. If your employees start to Remember your Customers and use their names you will have a lifetime advantage that costs you nothing. When was the last time you walked into a business and the employees remembered you and used your name? If you want to teach laser surgery with a superior skill that competitors will have trouble copying use Remember Me. Remember Me is implemented in two sessions of 2 hours spaced one week apart. (In developing countries two sessions of 3-4 hours each).
View the brochure.
There is a leader guide/facilitator kit for the leader. A user-friendly good-proof manual so the program can be implemented on-site. (When you buy a Microsoft product do you fly someone to your firm to install the software and run it? NO!) Our programs are easy to implement on-site. Each person receives a participant kit which includes a 6 x 9 two-color perfect bound book, Certificate of Accomplishment, Remember Me technique card and four-page customer service performance standard. You can view the new video on this link, plus the leader guide and participant book. Like Costco, we offer a No Ifs, No Ands, NO Buts Money Back Guarantee. No time frame just like Costco. Train your entire staff and if for any reason you are unhappy simply return the product for a complete refund. ( In over 44 years we have 2 refunds for a total of under $750) | | | | | |
| | | | | | John Tschohl Service Strategy Seminar in Cabo San Lucas Mexico November 22 in Spanish and English
Join me in Cabo San Lucas in Mexico on November 22. I will speak in English and there will be simulation translations to Spanish.  If you have a major event in the next 1-2 years you would like to drive customer service and experience focus reach out to Carmen or myself. The strategy starts at the top. I can get your team really passionate about awesome customer service. 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 | | | | | | |
| | | | | Live and Virtual Customer Service Certification Seminar in Minneapolis
May 12-15, 2025 Our next annual Customer Service Certification Seminar is May 12-15, 2025 in Minneapolis. The registration fee is $2,297. The Early Bird Special of $1,997 expires on January 31, 2025, and saves you $300. If you want to advance your career and credentials this is a huge opportunity. You also earn 18 credits toward your Master of Customer Service Diploma.
If you need a visa you need to apply now. The US Embassy is super slow. View this link for more information on our Certification Seminars.
Leading Empowered Teams for an Awesome Customer Experience is for managers and leaders. All Certification participants receive the 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. John Tschohl does a two-hour service strategy seminar on the first day. "Feelings Service Retail" is used on the first day of the Certification Seminar. All participants in CCST receive the $1,199 Feelings 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 off the Certification Fees. Feelings participant kits are $22 each, and Leading Empowered Teams are $150 each. If you are working toward your Graduate of Customer Service or Master of Customer Service Diploma, it gives you 18 credits. Special financing is available if needed. If you register by December 31, 2024, the payments are only $199 a month until paid with $500 down. | | | | | | | | | | | | | | | | | |
