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Every business makes mistakes, but only the best know how to recover from them. In our latest article, Service Recovery – Taking a Customer from Hell to Heaven in 60 Seconds or Less, learn the four simple steps that can turn an angry customer into your biggest advocate. Learn how quick action, real ownership, empowerment, and the right kind of compensation can transform service failures into loyalty wins. |
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Testimonial October 10, 2025
“Dear John, We are doing great in NERC, the entire team that visited SQI seven years ago.
We have developed a culture of excellence in customer service internally and externally, leading customer care discussions among our colleagues. The new concept you introduced to us viz; Customers Lifetime Value (CLTV) has been particularly impactful in challenging utility Licensee operators in the Nigerian power sector to place more premium on their customers.”
Engr. Charles Akoso | Principal Manager | Engineering & Performance Monitoring| Generation
NIGERIAN ELECTRICITY REGULATORY COMMISSION
Plot 1387 | Cadastral Zone A00 | Central Business District | Abuja – F.C.T
234 9 462 1400, 09021417773
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New Updated Russian Book Empowerment: A Way of Life
Empowerment: A Way of Life in Russian is now updated with a new hard cover design by my publisher in Moscow, Alpina.
Contact Alpina if in Russia www.alpina.ru or just go to your local bookstore.
If you want the updated book online in English, it is available for $9.99 here.
The single goal of every organization should be to have over-happy customers. If you do, your competition is screwed.
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Channel Partners Wanted
(Licensees, Distributors, and Consultants)
We are adding Channel Partners in 2026 to grow faster. If you are passionate about customer service and love helping organizations improve their customer service, join our team. We have partners all over the world. An investment is needed for the product. We have easy terms.
- Consultants who personally want to join SQI in developing customer-driven organizations.
- Distributors for those individuals who have or want to build a sales organization in their market.
- Licensees for countries that do not use English, Spanish, or Russian. They have to fund the translations, design, and production of our products in their markets.
If you're interested, contact:
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John Tschohl Service Strategy Seminars in Peru
On October 6-7, I was in Lima, Peru, with the Wong family, Corporación E. Wong (owners of the largest malls in Peru, Plaza Norte and Mall Del Sur), and doing seminars for over 2,000 of their employees. I did two, three-hour seminars a day to help all employees understand the power of delivering awesome customer service. This included the cleaners, security, maintenance, store managers, and owners. Plaza Norte has over 80 million visitors a year. Twice the volume of visitors as the Mall of America, the largest mall in the United States. They have over 1 million visitors a month who come by bus.
Teresa Cueva, ESE Peru, is my partner of 20 years in Peru, and organized bringing me to Peru
WhatsApp: +51 996-573-402
Email: tcueva@eseperu.com
Website: www.eseperu.com
Reach out to Teresa if you want to also help your company drive a service culture.
Here are some photos from my Peru Seminars
I started working with them when they only had 25 employees over 40 years ago. They are the most customer-driven family in Peru, and the most successful.
Edgar Calloo, General Manager of Corporación E. Wong, has two live testimonials, one in English and the other in Spanish. Watch here.
If you have a major event and would like to drive customer service and the customer experience, reach out to Carmen Velasco or myself. The strategy starts at the top, like at Amazon, Corporation E. Wong, Mayo Clinic, Chewy.com, and Apple. I can get your team really passionate about awesome customer service. Master the Service Strategy. This concept works for anyone that's serious about rapidly growing their business.
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.
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I Need Your Vote for Customer Experience Guru
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Christmas and New Year's Gifts:
Books That Can Change Your Life
All books ordered will be personally inscribed and autographed.
You can mix and match to achieve better volume pricing. Individual books in the US will be sent via media mail with FREE SHIPPING within the US. Large orders will be sent by Federal Express. Books are available for download for only $9.99 each. If you send John Tschohl an email with the names of each person you want an inscribed message it will make a powerful gift.
Relentless
Customer service must be your core operating principle. A great gift for customers, employees, and family members. Easy to read. Also available in Spanish, Georgian, and Russian.
Moving Up
A perfect gift if you want someone to become indispensable and extraordinary. An easy read.
Achieving Excellence Through Customer Service
The bible of customer service. Also available in Spanish, Russian, and Vietnamese.
Empowerment: A Way of Life The only book on empowerment
If every customer becomes over-happy, you will have unlimited growth. Easy to read. Also available in Spanish, Georgian, and Russian.
Cashing In: How to Make More Money, Get a Promotion and Love Your Job
Give to everyone in your family and circle of friends, if you want to help them achieve more success. Also available in Spanish and Vietnamese.
Loyal for Life
An easy book that teaches you how to master service recovery. Also available in Spanish and Russian
View All John Tschohl Books. You can also buy books on Amazon
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