Media Releases
SYNDICATED MONTHLY FEATURE ARTICLES
Use our customer service articles to improve employee morale and teach Customer Service.
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September 2023
THE FACE IN THE MIRROR – Six Steps to Moving Up
August 2023
July 2023
June 2023
Thin the Herd – Fire Non-Performing Employees
April 2023
And the Most Valuable Player is…You!
March 2023
Be Relentless in Serving Your Customers
February 2023
January 2023
December 2022
November 2022
October 2022
Writing a “Relentless” Service Culture Plan
September 2022
July 2022
Reviewing Employee Performance
June 2022
Drive Your Business by Empowering Your Employees
May 2022
Become Indispensable and Extraordinary
April 2022
Five Steps to Getting Great Customer Service
March 2022
The 4 C’s in Handling Irate Customers
February 2022
Get an Edge with Customer Service Training
January 2022
9 Steps to Retaining Employees
December 2021
November 2021
Hire Dogs that Want to Pull the Sled
October 2021
September 2021
Nine Steps to A Service Culture
August 2021
July 2021
How to Motivate and Coach Employees for Success
May 2021
Create Customer Passion by Remembering and Using Your Customers Name
April 2021
Empowerment – Over Happy Customer for Life
March 2021
A Tale of Nine Investments and the Power of a Service Strategy
February 2021
Becoming a Brand Your Customers Fall in Love With
January 2021
Delivering Exceptional Customer Service
December 2020
Service Recovery…Handling the service failures and screw ups
November 2020
Breaking the Golden Rule Be Relentless
September 2020
The Value of Relentless Customer Service in Tough Times
August 2020
June 2020
Navigating the Difficult Times
March 2020
Create a Powerful Customer Experience
February 2020
Treat Customers like Life-long Partners
January 2020
Leading and Making a Difference
December 2019
October 2019
Empowerment is Power in Customer Service
September 2019
Paying Attention to Service Pays Off
August 2019
Bad Service Nullifies Advertising
July 2019
June 2019
May 2019
If We Fail to Learn, We fail to Grow
April 2019
Does it Really Pay to Focus on Exceptional Service?
March 2019
February 2019
January 2019
December 2018
November 2018
October 2018
Success is Staring You Right in the Face
September 2018
Roll Up Your Sleeves and Become Relevant to Your Customers
August 2018
The Religion of Empowerment at Disney
July 2018
How to Pi** Off Your Customers
June 2018
Are You Guessing on Your Quality of Customer Service?
April 2018
Delivering an Unmatched Customer Experience in the Digital Age
March 2018
February 2018
2017
January
The Habits of Highly Successful People
December
Writing a “Knock Your Socks Off” Service Culture Plan
November
October
September
Talent is Cheaper Than Table Salt
August
In a Thriving Business, Customers Are Not Optional
July
Customer Service with Passion and Principles
June
Standing Still Can Kill Your Business – The Importance of Online Training
May
How to switch off an irate customer
March
February
January
Overt Operations…How to Beat Your Competitors
Your Best Bet for Success…Hire the Right people
2016
Taking the Sting out of Criticism
It May Not Be Your Fault, It Is Your Problem
Smart shopping: What customers really want is not always
what they say they want
Using Other’s Talents to Accomplish Your Vision
Customers Will Rememeber You…But Can You Remember Their Names?
How to Switch Off an Irate Customer
When You Have to Say “You’re Fired!”
Disruptive Service Today is Tomorrow’s Competitive Advantage
There’s No Place Like Home…The Home Depot
How to Increase the Value of Your Company by 25%…A Game Changer
Should You Fire 10% of Your Employees?
The Golden Rule of Efficiency—“He Who Would Profit Most, Must Serve Best.”
2015
Customer Expirience Can Be Worth Millions in Annual Revenue
Coaching For Success = More Profit
How Do They Do It… Year After Year?
Make Every Week Customer Service Week
Move Lost Customers Into the Profit Zone
The Importance of “The Little Things”
Service Recovery…Handling the Screw-up
12 Reasons Why Employee Training Fails
Effective Complaining To Achieve Results
2014
Effective Leadership vs Management
Deal With an Irate Customer, Don’t Lose Them
Effective Complaining to Acheive Results
Vail Resorts the Ultimate Customer Service Experience
2013
Customer Service Keynote Speaker John Tschohl Proves Empowered Employees Create Profits
Customer Service Leaders Must Master Speed
2013 Innovative Leadership in Driving a Service Culture Award
Ethiopian Airlines Chosen as Worldwide Customer Service Leader
ASO Savings & Loan, PLC Chosen as Worldwide Client of the Year
Want to Dominate Your Competitors? Focus on a Customer Service Strategy
Personal Connections, Mastering the Telephone
Don’t Loosen That Grip, Resist the Urge to Relax Financial Controls
Build Your Dream Team. Educate, Motivate, Stimulate, Evaluate, and Terminate
Who Are Your Customers? If You Dont’ Know, How Can You Serve Them?
Moving Up. Take Control and Get Out of That Rut!
Time to Hire? Target Your Recruiting Efforts
Masters of the Customer Experience. What Kind of Value Do You Provide Your Customers?
2012
How Do You Impact Your Employees and Their Productivity?
Follow the Leader – And Leave the Rest of the Pack Behind
Customer Service Myths: The Real Story Behind Superior Service
Wanted: E-Commerce Leaders – Everything You Do Should Focus on the Customer
TV Interview in Ekaterinburg, Russia: Гуру сервиса
2011
Reduce Costs and Improve Morale
Technology and the Human Touch
2010
INTERVIEW: Empowerment A Way of Life on Good Morning Vail 12/19/10
If You don’t Believe Me, Believe Them: Empowerment Role Models
Russia News article
Speed Bumps: Whats holding you and your company back?
Build A Great Team: Hire for Attitude, Train for Skills
Remove The Roadblocks: And Let Your Empowered Employees Grow Your Business
Service Recovery: A Great Return on Investment
A Tale of 3 Investments and the Power of a Service Strategy
IVRs: Expensive and Frustrating – June 2010
Changing the Way You Work – Empowerment is Critical – May 2010
A Lesson in How Not to Win Customers – April 2010
No Job is Safe – March 2010
Empowerment: A Way of Life – February 2010
Don’t Tell Them, Show Them – January 2010
2009
Surviving a Bad Economy – December 2009
Strike a Blow for Customer Service – November 2009
6 Steps of Customer Service – October 2009
A $25 Mistake – August 2009
Exceptional Service, Exceptional Returns – July 2009
Bullet Proof Your Job – June 2009
Eliminate Waste & Reduce Cost – February 2009
2008
Get a Promotion and Double Your Income – November 2008
Create A Powerful Customer Experience – October 2008
Getting Customers Is Easy – September 2008
Are You Making Your Employees Sick? – August 2008
No Empowerment Means No Service – July 2008
Tough Times Call For Tough Action – June 2008
A Mixed Blessing – May 2008
What’s Driving Your Business – April 2008
Leave The Hammer At Home – March 2008
Don’t Run From Complaining Customers – February 2008
Create a Service Culture – January 2008
2007
Empowerment Is It A Myth? – November 2007
Service Recovery – October 2007
e-Service: The Missing Link – September 2007
New Training Program – August 2007
How Do You Motivate Employees? – July 2007
Service: The Key to Increased Sales – June 2007
Too Little Too Late – May 2007
Want to Make More Money? – April 2007
Customers Come First at Banco G & T – March 2007
The Power of Fundamentals – February 2007
Service Recovery Puts The WOW In Customer Service – January 2007
2006
Don’t Hire Employees Who Don’t Like People – December 2006
If You Want Good Service, You Must Challenge Bad Service – November 2006
Bostwana – The Best In The World – October 2006
Got Voicemail? Dump It! – September 2006
Bad Bosses: Don’t Be One – August 2006
Save Money and Build Morale – July 2006
6 Steps To Creating A Service Culture
If you Worship at the Altar of Policies and Procedures, You’ll Never Have Satisfied Customers – May 2006
Plan For Success – And You Will Succeed – March 2006
4 Dirty Little Secrets Of Empowerment – February 28, 2006
E-Commerce: Technology Alone Won’t Ensure Success Service is a Critical Element – February 2006
China Turns To The U.S. For Customer Service Training – January 2006
2005
What is Service Recovery – And Why Do You Need It? – December 2005
Forget Money Focus on Praise – November 2005
It’s Time To Stand Up And Complain – September 2005
Everything You Wanted to Know About Service Recovery – August 2005
If you reprint these articles in any form please use Mr. Tschohl’s byline. Thank You.
Interviews available with John Tschohl, President of Service Quality Institute. Call or leave an e-mail message giving times and dates that you are available, with phone number.