John Tschohl, called the “guru of customer service” by Time and Entrepreneur magazines, is a best selling author and president of Service Quality Institute, the global leader in customer service. He has ample global experience, especially in Mexico, South and Central America. Please see the client list below for a sampling.
For the last 27 years he has solely focused on helping organizations drive a service culture and develop a team of employees providing superior service. His message will help you learn how to keep your customers in an era of global merciless change and reinvent your company at a level of processes, policies, attitudes, and business philosophy in order to deliver unlimited value and extraordinary service. He will help you develop a detailed and aggressive strategy to keep your customers and prevent them from defecting.
As a speaker, Tschohl is dynamic, hard hitting, and inspirational. He will create an emotional buy-in using measurable data that CEO’s respond to. John’s message is based on common sense built around his 30 years in speaking, designing training programs, and building high performing workforces. He provides executives with hard quantitative research to back up his strategies based on studies and his own training for the world’s most service driven companies. He has comprehensive research for Walmart, Costco and Commerce Bank among other leaders that directly correlates stock prices and profits with a service strategy. Audiences learn about his six service benchmarks: strategy, policies and procedures, hiring the right staff, empowerment, company wide training and measurement.
He is the author of five best selling books:
· Loyal for Life: The Go-to Resource on Service Recovery - How to take Unhappy Customers from Hell to Heaven in 60 Seconds or Less
· Achieving Excellence Through Customer Service: the bible for organizations who want to learn how and why to implement a service strategy (3rd edition just released)
· e-Service: Speed, Technology & Price Built Around Service
· Cashing In: Make More Money, Get A Promotion, Love Your Job: written for the high achiever within your work force
· The Customer Is Boss: a hard hitting book that teaches you how to get and demand service.
Featured on major television shows from Good Morning America, CNBC and PBS to newspapers, radio stations, and magazines from almost every corner of the world. John’s technology and books are in 11 languages (including Spanish), represented in over 40 countries, and 60 percent of his company’s business is international. Globally, he has worked with the largest Canadian retailer (Zellers), Woolworth’s in the UK, the largest retail federation in Peru as well as their largest retailer.
John’s training company recently signed agreements with the Chinese government to help it drive world-class service in China. The first agreement is the licensee agreement to translate SQI’s customer-service training programs into Chinese and duplicate and print its learning systems throughout China.
The second agreement is for SQI to provide the customer-service training and certification for more than 1.4 million workers for the World Expo. This might well be the world’s largest training contract.
Presentations:
1) Achieving Excellence Through Customer Service
A customer service strategy is imperative in today's competitive marketplace. The importance of service must be recognized and addressed by everyone within an organization. Becoming a service driver organization requires a commitment by top management, proper training for each and every employee, and an empowered work force with customer friendly systems and procedures. The following is a synopsis listing the major topics covered in John Tschohl's Achieving Excellence Through Customer Service presentation.
· Customer Service: A Strategic Weapon
· The Power of a Highly Motivated Workforce
· The Service Strategy
· E-Service Competition
· Six Major Steps to Becoming Customer Service Driven
· Customer Service Role Models
· Don't Hire Employees Who Hate Customers
· Empowerment
· Dissatisfied Customers -- The Real Cost
· Five Critical Design Characteristics to Motivate and Train Employees
· Measuring Customer Satisfaction
2) Loyal For Life (based on his newest book of the same name – focused on Service Recovery)
Every organization makes mistakes, blows it or has customer misunderstandings. Service recovery can turn angry customers into customers who will be Loyal for Life, all in just 60 seconds or less. Empowerment is the backbone of the service recovery principle. Loyal for Life is based on acting quickly and decisively, being empowered and creating a customer who is Loyal for Life. Learn how to take an unhappy customer from hell to heaven in 60 seconds or less.
3) Service First
Energize your entire workforce with a seminar built around the power of customer service, empowerment, building employees' self-worth, self-concept and self-esteem.
A combination of video vignettes can be used to dramatize the message with real world examples of good service. Start building a service culture from your front-line employees to top management. The seminar can be anywhere from one hour to one day, all customized for you.
· Customer Service - A Strategy
· Global Service Role Models
· Ca$hing In: Make More Money, Get a Promotion, Love Your Job
· Six Major Steps to Become Customer Service Driven
· Someone is Going to Get Promoted
· Empowerment
· Handling Complaints & Irate Customers
· Service Recovery
4) e-Service: Speed, Technology And Price Built Around Service
· e-Service: A Strategic Weapon
· e-Commerce: How to Survive and Grow
· The Leadership Challenge: How to Keep Customer Service Quality on Track
· Benchmarking Customer Satisfaction - How Do You Stack Up Against Your Competitors?
· Advanced Techniques for Building Customer Satisfaction
· Cutting Costs to Survive
· Creating a Dedicated Workforce
· Fostering an Empowered Workforce
· Service Recovery
ADDITIONAL PRESENTATION TITLES:
John Tschohl always customizes his presentation to your specific industry and individual needs. Presentation titles can be tailored for your organization. |