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I still have not understood why so few companies want to copy Amazon. They just reported a $78.9 billion increase in sales for 2025. I guess MOST firms just can't handle that kind of growth. The truth is, most organizations are lazy. They are reluctant to put in the effort and money to drive an awesome customer experience. In my newest article, I track the hard numbers behind true Service Leaders like Amazon and Northeast Delta Dental, a regional non-profit that has captured a 58% market share by guaranteeing their service with MONEY. Awesome customer service isn't a department; it's the most powerful tool for dominating the market. If you aren't training them relentlessly, you are leaving millions on the table. |
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Previous Newsletters
If you want to review previous newsletters, they can be found here.
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New John Tschohl Speaking Demo
It is on the front page and is only 10 minutes long. This is an overview of the message I use in my presentations throughout the world.
If interested in booking me for an event this year call me on my cell/WhatsApp 1-612-382-5626 or email me at John@servicequality.com.
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John Tschohl Ranks Top 30 Customer Experience Guru's in the World
John Tschohl is the guru when it comes to customer service, service strategy, empowerment, service recovery, and helping organizations create a service culture. John speaks all over the world. He has developed a 3 -4 year service culture plan for organizations serious about creating a service culture from his suite of 29 customer service programs, of which 12 are available online. Available in 7 languages. John Tschohl is the author of eight best-selling books, which are also available in a variety of languages. Relentless is his new book, Achieving Excellence Through Customer Service, now in its 13th version. Empowerment: A Way of Life. Loyal for Life (Service Recovery), Ca$hing In, The Customer is Boss; e: Service, and Moving Up.
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Smile: A One-Session Program in English and Spanish
Smile is a 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 first impression can change everything. Offering a warm, genuine smile tells the customer:
- I like you.
- I care about you as a person.
- I value you.
- I care about your needs.
- I'm ready to help.
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:
The facilitator guide with the flash drive and over 40 minutes of video is only $999. Participant kits start at $20.
Train your staff with Smile, and if for any reason you do not like it return all materials for a quick refund. In 45 years, we have had 2 refunds totaling less than $800.
If you want volume pricing, please reach out to your Service Quality Institute partner or contact John@servicequality.com
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.
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