Published Articles
Published Articles
October 2023
The Face in the Mirror – Retail Observer
Customer Service: How to Foster Positive Attitude and First Impression – HCM Sales
Send Customers the Right Message…with a Smile – Franchising.com
Complaints are Opportunities – Garden Center Magazine
The Face in the Mirror – Six Steps to Moving Up – Call Center Times
14 Amazon Principles and Why They Matter – Franchising.com
Thin the Herd: Terminate Non-Performing Employees – Agency Sales
September 2023
Why It’s Critical to Recognize Employees for their Performance – Franchising.com
The Need for Speed – Today’s Restaurant
Thin the Herd: Fire Non-Performing Employees – American Fastener
August 2023
Your Service Strategy Can Build Sales – Franchising.com
The Need for Speed – Retail Observer
Empowerment: The Backbone of Great Service – Agency Sales
The Need for Speed in Business Success – HCM Sales
July 2023
9 Principles for Driving a Service Culture – Franchising.com
Thin the Herd – Fire Non-Performing Employees – Retail Observer
Recognition is Critical – American Fastener
The Need for Speed – Franchising.com
June 2023
Attitude Over Aptitude – Call Center Times
Blueprint to Become a Customer Service “Rockstar” – CSM Magazine
“Thinning the Herd” of Non-Performing Employees – Franchising.com
Attitude Over Aptitude – DM Magazine
Thin the Herd – Fire Non-Performing Employees – HCM Magazine
How to be the Most Improved Valuable Player – Today’s Restaurant
Attitude Over Aptitude – Retail Observer
Thin the Herd – Fire Non-Performing Employees – Call Center Times
May 2023
And the Most Valuable Player is…You! – Retail Observer
Why Attitude Over Aptitude? – Personal Excellence Magazine
How Do You Rate as a Boss? – American Fastener
Hiring for Attitude Over Aptitude – Franchising.com
April 2023
Attitude over Aptitude – Call Center Times
Be Relentless in Serving Your Customers – Retail Observer
And the Most Valuable Player is…You! – Call Center Times
March 2023
Be Relentless in Serving Your Customers – HCM Magazine
Be Relentless in Serving Your Customers – Call Center Times
Be Relentless in Serving Your Customers in 2023 – Today’s Restaurant
#1 Customer Experience Guru – John Tschohl interviewed by Fabio Marques
Be Relentless in Serving Your Customers – Franchising.com
How Do You Rate as a Boss? – Retail Observer
How Do You Rate as a Boss? – Call Center Times
February 2023
Recognition is Critical – Retail Observer
The Need for Speed – American Fastener Journal
Customer Service Heroes – Agency Sales
How Do You Rate as a Boss? – Franchising.com
January 2023
Why it’s Critical to Recognize Employees for their Performance – Franchising.com
Evaluating Performance – HR Professional (Greek)
Call Customers by Name – Retail Observer
Recognition is Critical for Employee Retention in 2023 – Today’s Restaurant
Do You Call Your Customers by Name? – Franchising.com
Recognition is Critical – DM Magazine
The Need for Speed – Today’s Restaurant
Recognition is Critical – Call Center Times
December 2022
Customer Service Heros – Retail Observer
Has Covid Killed Customer Service? – Franchising.com
Call Customers by Name – Call Center Times
November 2022
5 Customer Service Superstars – Franchising.com
Writing a “Relentless” Service Culture Plan – Retail Observer
Customer Service Heroes: Companies That Go the Extra Mile – CSM Magazine
The Need for Speed – HCM Sales
Writing a “Relentless” Service Culture Plan – Call Center Times
Why the Need for Speed is so important now – Today’s Restaurant
October 2022
Reviewing Employee Performance – American Fastener Journal
The Need for Speed in Customer Service – Franchising.com
Awesome Customer Service from the US Post Office – CSM Magazine
Writing a “Relentless” Service Culture Plan – Franchising.com
The Need for Speed – Retail Observer
Reviewing Employee Performance – Agency Sales
How to Write a “Relentless” Customer Service Culture Plan – CSM Magazine
September 2022
The Need for Speed – Call Center Times
Complaints are Opportunities – Retail Observer
August 2022
Become Indispensable and Extraordinary – American Fastner Journal
Five Steps to Getting Great Customer Service – Retail Observer
Complaints are Opportunities – Call Center Times
Reviewing Employee Performance – Today’s Restaurant
July 2022
Drive your Business by Empowering Your Employees – Retail Observer
Drive your Business by Empowering Your Employees – Today’ Restaurant
June 2022
Drive your Business by Empowering Your Employees – Call Center Times
Become Indispensable and Extraordinary – Retail Observer
John Tschohl TV interview in Baku, Azerbaijan – June 9, 2022
Anastasiya Lavrina, CBC TV – Baku, Azerbaijan
Relentless Role Models – American Fastener Journal
Drive Your Business by Empowering Your Employees
May 2022
How to become Indispensable and Extraordinary – Prepare to Fail – Today’s Restaurant
Become Indispensable and Extraordinary! – Franchising.com
The Power of Service Recovery – 5 Tips to Save the Customer – Franchising.com
Become Indispensable and Extraordinary – Call Center Times
April 2022
Five Steps to Getting Great Customer Service – Call Center Times
Get an Edge with Customer Service Training – Today’s Restaurant
9 Steps to Retaining Employees – Retail Observer
March 2022
The 4 C’s in Handling Irate Customers – HCM Sales Magazine
Get an Edge with Customer Service Training – Retail Observer
The 4 C’s in Handling Irate Customers – Call Center Times
February 2022
How to Get an Edge with Customer Service Training – HCM Sales Magazine
Speed Sells – Call Center Times
January 2022
9 Steps to Retaining Employees – HCM Sales Magazine
9 Steps to Retaining Employees – Todays Restaurant
Hire Dogs that want to Pull the Sled – Retail Observer
Speed Matters in Customer Service – HCM Sales
9 Steps to Retaining Employees – Call Center Times
December 2021
Speed Sells – Call Center Times
9 Steps to a Service Culture – American Fastener Journal
Hire Sled Dogs – Snow Magazine
Hiring the Right Team for Your Business – Call Center Times
Hire Dogs that want to Pull the Sled – Todays Restaurant
Relentless Role Models – Retail Observer
November 2021
Nine Steps to a Service Culture – Retail Observer
Hire Dogs that Want to Pull the Sled – Call Center Times
October 2021
A Price Tag on Satisfaction – Snow Magazine
Create Customer Passion by Remembering and Using Your Customer’s Names – Agency Sales
How to Motivate and Coach Employees for Success – American Fastener
“Thank You” Two Magical Words – Retail Observer
September 2021
9 Steps to a Service Culture – HCM Sales Magazine
Two Rules for Companies that want to Provide Exceptional Service – Call Center Times
New interview in Russian on John Tschohl in RBC the largest online media publication in Russia
Magical Words – Today’s Restaurant
Magical Words – Call Center Times
August 2021
How to Motivate and Coach Employees for Success – Today’s Restaurant
Don’t Wait Weeks or Months to Thank Someone – Personal Excellence
How to Motivate and Coach Employees for Success – Retail Observer
Thank You, Those Magical Words – ORH Grupo Editorial
How to Motivate and Coach Employees for Success – Call Center Times
July 2021
To Create Passionate Customers, Remember and Use their Name – Retail Observer
How to Motivate and Coach Employees for Success – Call Center Times
June 2021
How to Create Amazing Customer Passion by Using Your Customer’s Name – Today’s Restaurant
Create Customer Passion by Remembering and Using Your Customers Name – Call Center Times
Emboldening an Empowered Team – Retail Observer
Make it Easy for Someone to do Business with You – American Fastener
May 2021
A Tale of Nine Investments and the Power of a Service Strategy – Call Center Times
Empowerment Creates Over-Happy Customers for Life – Retail Observer
14 Secrets of Amazon’s Success everyone should Practice – Today’s Restaurant
Make it Easy for Someone to Conduct Business with You – Agency Sales
April 2021
Empowerment Over Happy Customer for Life – HR.com
The Power of Relentless Customer Service – CSM Magazine
Service Recovery: Handling Service Failures – Agency Sales
Does it Really Pay to Focus on Exceptional Service? – Retail Observer
March 2021
Delivering Exceptional Service in 5 Steps – Today’s Restaurant
9 Ways to Become a Brand Your Customers Fall in Love With – Franchising.com
A Tale of Nine Investments and the Power of a Service Strategy – Call Center Times
Make it Easy for Someone to do Business with You – Today’s Restaurant
Becoming a Brand Your Customers will Fall in Love With – Call Center Times
Seven Steps on How to Survive the Covid-19 Sales Downturn – Agency Sales
A Tale of Nine Investments and the Power of a Service Strategy – Today’s Restaurant
February 2021
6 Steps for Delivering Exceptional Customer Service in 2021 – Franchising.com
Relentless HR Professional Magazine in Greek
In a Pandemic, Customer Service is More Crucial than Ever – Vail Daily
Becoming a Pool and Spa Company your Customers will Fall in Love With – Aqua Magazine
Breaking the Golden Rule: Be Relentless – American Fastener
Success is Staring at you Right in the Face – Retail Observer
January 2021
Delivering Exceptional Customer Service – HR
Paying Attention to Service Pays Off – Retail Observer
6 Steps for Delivering Exceptional Customer Service in 2021- Franchising.com
An Expert on Delivering Exceptional Customer Services – The Citizen
Delivering Exceptional Customer Service – Call Center Times
Becoming a Brand your Customers Fall in Love With – Agency Sales
Breaking the Golden Rule: Be Relentless – HCM Sales
December 2020
Treat Customers like Lifelong Partners – American Fastner
Service Recovery…Handling service failures and screw ups – Aqua Magazine
Breaking the Golden Rule be relentless – Today’s Restaurant
Service Recovery…Handling service failures and mistakes – Call Center Times
November 2020
October 2020
Create the Love…Talk to Your Customers – Retail Observer
The Value of Relentless Customer Service in Tough Times – CXService360
September 2020
August 2020
July 2020
Navigating the Difficult Times – Today’s Restaurant
Paying Attention To Service Pays Off – Retail Observer
June 2020
May 2020
Reasons Why Employee Training Fails – Agency Sales
April 2020
Does it Really Pay to Focus on Exceptional Service? – Retail Observer
March 2020
Treat Customers Like Life-long Partners – Aqua Magazine
Leading and Making a Difference – VDTA, SDTA News
Treat Customers like Life-long Partners – CXService360
February 2020
Empowerment is Power in Customer Service – American Fastner
Leading and Making a Difference – Today’s Restaurant
Good Morning Vail Interview with John Tschohl
January 2020
Paying Attention to Service Pays Off – Agency Sales
December 2019
November 2019
October 2019
September 2019
Paying Attention to Service Pays Off – Call Center Times
August 2019
Being Seduced Into Fitting In – Personal Excellence
Empowerment…Never Use “No” – VDTA
Empowerment…Never Use “No” – SDTA
Skill AM Armenia – John Tschohl
Chelepipe CTPZ Interview with John Tschohl
Writing a “Knock Your Socks Off” Service Culture Plan – Retail Observer
Getting lost Customers Back – VDTA
Emboldening an Empowered Team – AM Fastner
Listen so you can Learn – Retail Observer
January 2019
Protect Your Brand with Service Recovery – ABA Banking
Getting Lost Customers Back – Today’s Restaurant
If you can’t say Something Nice…COMPLAIN! – Retail Observer
Getting lost Customers Back – Call Center Times
Roll up your Sleeves – American Fastner Journal
Success is Staring you in the Face – SDTA
Success is Staring you in the Face – VDTA
January 2019 Issue of The Retail Observer
2018 Customer Service Articles
December 2018
Roll up your Sleeves and Become Relevant to your Customer
What Prevents Domestic Business From Developing Excellent Service?
Atameken (RUSSIAN)
What Prevents Business From Developing Excellent Service
Atameken (RUSSIAN)
Emboldening an Empowered Team
VDTA
Emboldening an Empowered Team
SDTA
How to Pi** Off Your Customers
HR.com
Customer Service with Passion and Principles
Retail Observer
November 2018
Emboldening an Empowered Team
HR.com
6 Steps To Invest In Your People To Develop A Customer-Driven Workforce
HR.com
Emboldening an Empowered Team
Call Center Times
How To Really Annoy Your Customers
Agency Sales
In a Thriving Business, Customers Are Not Optional!
Retail Observer
Roll Up Your Sleeves and Become Relevant to Your Customers
VDTA
Roll Up Your Sleeves and Become Relevant to Your Customers
SDTA
The Religion of Empowerment at Disney
HR.com
October 2018
Frequent Flyer Loses Bags And Says Nyet To Aeroflot’s Customer Service
Forbes
The Religion of Empowerment at Disney
VDTA
The Religion of Empowerment at Disney
SDTA
Deliverying an Unmatched Customer Experience in the Digital Age
American Fastener
Out-learn Your Competition
American Fastener
Out-learn Your Competition
Agency Sales
Hard Work – Recipe for Success
Retail Observer
How to Complain When You Feel Wronged by an Airline, a Hotel or a Rental Car Company
Forbes
September 2018
Roll Up Your Sleeves and Become Relevant to Your Customers
Call Center Times
Standing Still Can Kill Your Business
Retail Observer
August 2018
Are You Guessing on Your Quality of Customer Service?
Agency Sales
How to Infuriate Your Customers
ABA Bank Marketing
Tapping the Talent of the Future
Retail Observer
Out-Learn Your Competition
VDTA News
July 2018
Writing A Knock-Your-Socks-Off Service Culture Plan
American Fastener Journal
Fear of Failure
Agency Sales
Are You Worth More Than 6-12 Minutes of Training Every Six Months?
Agency Sales
Are You Guessing On Your Quality Of Customer Service?
SDTA News
Are You Guessing On Your Quality Of Customer Service?
VDTA News
You Want Answers? Ask!
Retail Observer
Stagnation can destroy your business…(Greek)
Vow to Wow (Greek)
Marketing Week
June 2018
Out-Learn Your Competition
Todays Restaurant
Are You Guessing On Your Quality Of Customer Service?: Facts to consider
HCM Sales, Marketing and Alliance Excellence
Harnessing the Talent of the Future Part 1 (GREEK)
HR Professional
Harnessing the Talent of the Future Part 2 (GREEK)
HR Professional
Standing Still Can Kill Your Business Part 1 (GREEK)
HR Professional
Standing Still Can Kill Your Business Part 2 (GREEK)
HR Professional
Take a Vow to Wow
Retail Observer
May 2018
Your Best Bet For Success: Hire the Right People
Retail Observer
Fear of Failure
Personal Excellence
April 2018
Δεν σας καλύπτει το Customer Service; Παραπονεθείτε!
if you can’t say nothing nice about customer service…complain
Marketing Week
Αξιοποιώντας το ταλέντο του μέλλοντος
Harnessing the talent of the future
Marketing Week
H συμβολή της σκληρής δουλειάς στην επιτυχία
Hard work and success
Marketing Week
Σε μια επιτυχημένη επιχείρηση, οι πελάτες δεν είναι προαιρετικοί!
For a successful company, clients are not optional
Marketing Week
Θέλετε απαντήσεις; Ρωτήστε!
Don’t listen so you can talk, listen so you can learn
Marketing Week
How to Switch Off an IRATE Customer
Contracting Canada
Are You Worth More Than 6-12 Minutes of Training Every Six Months?
Dealer Communicator
Empowerment is Bending The Rules
Retail Observer
Writing a Knock Your Socks Off
VDTA
Avoid Speed Trap Policies
Agency Sales
Don’t Listen So You Can Talk, Listen So You Can Learn
Agency Sales
Empowerment: Your Most Valuable Tool
American Fastener Journal
March 2018
Fear of Failure
Call Center Times
Giving It Your Best Shot
Dealer Communicator
Honesty, swiftness and courtesy needed for KazPost to succeed
The Astana Times
February 2018
Giving It Your Best Shot
Dealer Communicator
Honesty, swiftness and courtesy needed for KazPost to succeed
The Astana Times
В 40 ЛЕТ ВСЕ ТОЛЬКО НАЧИНАЕТСЯ… И ДЛЯ СЕРВИСА ТОЖЕ
CX Club
January 2018
Habits of Highly Successful People
Call Center Times
Σκληρή δουλειά και επιτυχία
Boussias
Writing a “Knock Your Socks Off” Service Culture Plan
HR.com
Writing a “Knock Your Socks Off” Service Culture Plan
Call Center Times
It May Not Be Your Fault (But It Is Your Problem)
Retail Observer
2017 Customer Service Articles
December
Avoid Speed Trap Policies
VDTA News
Avoid Speed Trap Policies
SDTA News
Avoid Speed Trap Policies
The Customer
Don’t Listen So You Can Talk, Listen So You Can Learn
The Customer
If You Can’t Say Something Nice About Customer Service…Complain!
The Customer
Using Others’ Talents to Accomplish Your Vision
Retail Observer
Giving It Your Best Shot
Call Center Times
November
Giving It Your Best Shot
Call Center Times
Avoid Speed Trap Policies
Today’s Restaurant
Don’t Listen So You Can Talk, Listen So You Can Learn
VDTA News
Don’t Listen So You Can Talk, Listen So You Can Learn
SDTA News
Hard Work
VDTA News
Empowerment…Your Most Valuable Tool
VDTA News
Hard Work
American Fastener Journal
Standing Still Can Kill Your Business: The Importance of Ongoing Training
American Fastener Journal
Hard Work
SDTA News
Don’t Listen so You Can Talk, Listen so You Can Learn
The Dealer Channel Improvement Center
Harnessing the Talent of the Future
Agency Sales
strong>In a Thriving Business, Customers Are Not Optional!
Retail Observer
October
Don’t Listen So You Can Talk, Listen So You Can Learn
Dealer Communicator
From Average To Awesome
Retail Observer
September
Customer Service with Passion and Principles
Africa Print Journal
When You have to Say “You’re Fired”
Retail Observer
August
If You Can’t Say Something Nice About Customer Service…COMPLAIN!
Call Center Times
Standing Still Can Kill Your Business…The Importance of Ongoing Training!
American Fastener Journal
Take Vow to Wow
The Customer
Disruptive Service Today, is Tomorrow’s Competitive Advantage
Retail Details
July
The Power of Empowerment
Retail Details
Standing Still Can Kill Your Business…The Importance of Ongoing Training!
VDTA News
The Importance of Continuous Training
Agency Sales
Standing Still Can Kill Your Business
Training and Development Essentials
Should You Fire 10% of Your Employees?
Retail Observer
Turn Complaints Around: When things go wrong, listen to your customer
Today’s Trucking
The Importance of Ongoing Training!
Retail Details
Standing Still Can Kill Your Business…The Importance of Ongoing Training!
Call Center Times
June
How to Increase the Value of Your Company by 25 Percent
The Retail Observer
Agency Sales – Not Fault Problem
Agency sales
VDTA – Flooring- Want Answers
VDTA News
May
Hard Work
Call Center Times
Standing Still Can Kill Your Business The Importance of Ongoing Training
Africa Print Journal
April
How to handle an Irate Customer
The Retail Observer
Джон Шоул, гуру сервиса: Бизнес и государство мало инвестируют в людей
Forbes
Take a Vow to Wow
VDTA News
Take a Vow to Wow
SDTA News
Your Best Bet for Success…Hire the Right People
Agency Sales
You Want Answers? Ask!
Call Center Times
March
Take a Vow to Wow!
Dealer Channel Improvement Center
Get rid of security guards, those robots at the entrance to your hotel or restaurant [Russian]Hospitality Marketing
Take a Vow to Wow!
Call Center Times
February
Disruptive Service Today is Tomorrow’s Competitive Advantage
American Fastener Journal
Overt Operations…How to Beat Your Competitors
HR.com
Empowerment is Bending the Rules
Dealer Communicator
Overt Operations…How to Beat Your Competitors
Biz India
Your Best Bet For Success: Hire the Right People
Dealer Communicator
January
Overt Operations…How to Beat Your Competitors
Call Center Times
Your Best Bet For Success: Hire the Right People
HR.com
Your Best Bet For Success: Hire the Right People [Russian]Hospitality Magazine
Customer Service Hell is Spelled – IVR
Agency Sales
Empowerment is Bending the Rules
VDTA Flooring
Empowerment Isn’t About Breaking But Bending Rules
Sales and Service Excellence
Hire the Right People
ABA Banking
Your Best Bet For Success…Hire the Right People
Call Center Times
2016 Customer Service Articles
Using Others’ Talents to Accomplish Your Vision
Agency Sales
Taking the Sting out of Criticism: How to Do it?
HR.com
It May Not be Your Fault, But It is Your Problem
VDTA Flooring
It May Not be Your Fault, But It is Your Problem
SDTA News
strong>How to Take the Sting Out of Criticism: How to Do it?
Today’s Restaurant
How to Take the Sting Out of Criticism: How to Do it?
ABA Banking
Customer Service Hell is Spelled…IVR!
HR.com
Know How to Rock The Boat
The Retail Observer
OVERRATED
Star Tribune
How Do You Create a Service Culture
Dealer Channel Improvement Center
#13 Productivity Tips For Customer Service Professionals
CXService360
The Most Reliable Way To Grow Your Business
Retail Observer
How to Increase the Value of Your Company by 25%
Vacuum Dealers Trade Association
Using Others’ Talents to Accomplish Your Vision
Vacuum Dealers Trade Association
How to Increase the Value of Your Company by 25%
Sewing Dealers Trade Association
Using Others’ Talents to Accomplish Your Vision
Sewing Dealers Trade Association
Disruptive Service Today Is Tomorrow’s Competitive Advantage
Agency Sales
When You Have To Say “You’re Fired”
American Fastener
It May Not Be Your Fault, But It Is Your Problem
Dealer Communicator
It’s Not Your Fault; It’s Your Problem
ABA Bank Marketing
What’s Your Favorite Non-Bank Brand?
ABA Bank Marketing
It May Not Be Your Fault, But It Is Your Problem
Call Center Times
strong>What Do Consumers Want? Not What They Say They Want
Star Tribune
strong>Why Customer Satisfaction Surveys Fail
Agency Sales
strong>How Do You Create a Service Culture?
VDTA News
How Do You Create a Service Culture?
SDTA News
Leveraging the Talent Around You
CBS Insight
Leveraging the Talent Around You
ABA Marketing
strong>When You Have to Say, “You’re Fired!”
AQUA
What Customer Satisfaction Surveys Backfire
VDTA SDTA News
How to Switch Off an Irate Customer
VDTA SDTA News
How to Increase the Value of Your Company by 25%
Today’s Restaraunt
How to Switch Off an Irate Customer
VDTA SDTA News
The Need For Speed
Agency Sales
The Name Game
Agency Sales
From Average to Awesome
Call Center Times
When The Going Gets Tough
Retail Observer
How to Switch Off an Irate Customer
Agency Sales
From Average to Awesome
Call Center Times
strong>When You Have To Say, “You’re Fired!”
Call Center Times
Customer Service can be Worth Millions in Annual Revenue
The Retail Observer
Disruptive Service Today is…Tomorrow’s Competitive Advantage
BizIndia
Disruptive Service Today is…Tomorrow’s Competitive Advantage
Call Center Times
How to Increase the Value of Your Business: A Real Game Changer
BizIndia
Breaking the Golden Rule
Dealer Communicator
What Banks Can Learn from Home Depot
ABA Bank Marketing
How to Increase the Value of Your Company by 25%
Call Center Times
strong>Learning The Hard Way
The Retail Observer
How to Switch Off an Irate Customer
Call Center Times
The Golden Rule of Efficiency
HR.com
How To Switch Off An Irate Customer?
HR.com
Coaching For Success = Profit
Retail Observer
Six Ways To Calm An Angry Customer
Travel Market Report
How to Defuse an Irate Customer
ABA Bank Marketing
Name-Calling: Great for Business!
Retail Details
How to Switch Off an Irate Customer
Best Practice in Sales and Marketing
Good Values Make Business Sense
The Retail Observer
Names You Want to Remember
ABA Bank Marketing
Customers Will Remember Your Business If You Can Remember Their Names
The Call Center Times
How Do They Do It, Year After Year?
Retail Observer
Building Rapport With Your Customers
Sales and Service Excellence
Building Rapport With Your Customers
The Call Center Times
Golden Rule of Efficiency
The Call Center Times
Свидание вслепую: как понравиться новому клиенту
HR-tv.ru
The 86 Percent
The Paint Dealer
Make Every Week Customer Service Week
The Retail Observer
7 Ways to Better Serve Customers
Aba Bank Marketing
12 razones por las que falla la capacitacion a los colaboradores
Revista Capacitando
Как Amazon обошел любимчика публики – компанию Apple
HR-tv.ru
Building Rapport with Your Customers
Finance Review
Plus Consultores
Players of Life
Customer Service Gurus: Catching Up With John Tschohl
Customer Service Guru
Делегируй и езжай отдыхать спокойно (PDF)
HR-tv.ru
Сервис это как любовь, должен быть всерьез и надолго (PDF)
HR-tv.ru
Секрет, который знают виртуозы сервиса (PDF)
HR-tv.ru
2015 Customer Service Articles
Удивляйте клиентов (PDF)
HR-tv.ru
Customer Service of Black Friday – Is There Any?(Audio)
Seize the day
The Importance of the “Little Things” (PDF)
Retail Observer
Know How to Rock the Boat (PDF)
Global Banking and Finance Review
Сервис – это как любовь, должен быть всерьез и надолго (PDF)
HR-tv.ru
Делегируй и езжай отдыхать спокойно (PDF)
HR-tv.ru
In the Customer’s Shoes (PDF)
Call Center Times
How Do They Do It (PDF)
Agency Sales
Take the Proactive Approach to Service (PDF)
Call Center Times
Know how to Rock the Boat (PDF)
Call Center Times
Move Lost Customers Into the Profit Zone (PDF)
Retail Observer
6 Principles of Customer Service (PDF)
Multi-Unit Franchisee
Skillfull Complaining (Motivating)
The Retail Observer
When the Going Gets Tough (PDF)
Call Center Times
The Importance of the “Little Things” (PDF)
Agency Sales
Customer Experience Can Be Worth Millions In Annual Revenue (PDF)
Call Center Times
Coaching For Success = More Profit (PDF)
Call Center Times
Focus, Focus, Focus (PDF)
The Retail Observer
The Meaning of Life and Customer Service (PDF)
Excellence Reporter
Learning From the Good and the Bad Organizations (PDF)
Agency Sales
Good Value Makes Good Business Sense (PDF)
Call Center Times
Take the Proactive Approach to Service – and Build Your Profits (PDF)
Retail Observer
How Do They Do It… Year After Year? (PDF)
Biz India
Focus, Focus, Focus (PDF)
Agency Sales
ИСКУССТВО КОМПЕНСАЦИИ (PDF)
Forbes Ukraine
Сервисное поле битвы казахстанских банков (PDF)
Forbes Kazahstan
Who Does Your Customer Think You Are? (PDF)
The Retail Observer
Make Every Week Customer Service Week (PDF)
Call Center Times
Service Recovery… Handling the Screw-up (PDF)
The Retail Observer
The Battle For Customers (PDF)
Call Center Times
Becoming A Brand Your Customers Fall In Love With (PDF)
The Retail Observer
The Importance of “The Little Things” (PDF)
Call Center Times
The Importance of “The Little Things” (PDF)
Complaining Customers Are The Best Motivators (PDF)
The Wise Marketer
Move Customers Into The Profit Zone (PDF)
Call Center Times
Focus, Focus, Focus (PDF)
Call Center Times
Джон Шоул: Приговор казахстанскому сервису (Russian)
Forbes Kazakhstan
Effective Leadership vs. Management
The Retail Observer
Focus, Focus, Focus
Call Center Times
Being Proactive — Internally Customer Driven
Call Center Times
What’s Your Definition of Service?
The Retail Observer
strong>LS Kazakhstan with John Tschohl (Russian)
Refuse To Be A Bystander-Take Action And Move Up
The Retail Observer
Service Recovery…Handling the Screw-Up
Call Center Times
Run Circles Around Your Competition in 2015
Call Center Times
2014 Customer Service Articles
How Can Employees Handle Irate Customers?
Good Morning Vail Speaks with John Tschohl
Effective Leadership vs. Management
Call Center Times
Retailers Cater To Holiday Shoppers, Deliver Top Service
news.investors.com
SERVICE… IT CONSISTENTLY PAYS
Retail Observer
Black Friday and Your Employees
Small Business Opportunities
Effective Leadership Vs Management
A Sharpe Outlook
The Gift That Keeps On Giving
Retail Observer
Effective Leadership Vs Management
Design.hr.com
Editorial – John Tschohl
Desing.hr.com
Still Leading the Way
Retail Observer
Breaking the Golden Rule
Small Biz Resources
Service…It Consistently Pays
Sales and Service Excellence
Breaking the Golden Rule
Call Center Times
Brilliant and Efficient – The Art of Outsourcing
Small Biz Resources
Bending The Rules
Retail Observer
Service…It Consistently Pays
Call Center Times
Servicio al cliente, camino al exito
La Nacion
Mirror, Mirror on the Wall…
Retail Observer
Bending the Rules
Sales Service Excellence Essentials
Creating a Service Culture
Talk Zone Radio
Bending the Rules
Global Post Weekly & 4Hoteliers
Deal With an Irate Customer
Global Post Weekly
America’s “Guru of Customer Service” heads to Nairobi to conduct travel seminar
eTN Global Travel Industry News
How to Deal with Irate Customers
Customer Service Manager
Mirror Mirror on the Wall…
Call Center Times
Get customer care right if you want stable economy — expert (PDF)
Industry
John Tschohl on TV in Botswana June 2, 2014 – BTV
Vail Resorts: The Ultimate Customer Service Experience
(download) Retail Observer
Vail Resorts: The Ultimate Customer Service Experience
(download) Call Center Times
7-Eleven CEO Stresses Customer Service
KDHnews
12 Reasons Why Employee Training Fails”
happi
Vera Likhacheva and John Tschohl
Odessa Ukraine (Russian)
How to Take a Customer from Hell to Heaven in 60 Seconds Or Less
(appeared in 251 publications)
Vail Resorts: The Ultimate Customer Service Experience (download)
Call Center Times
Get results from your complaints
The Buffalo News
12 Reasons Why Employee Training Fails
Print andPromo
Vail Resorts: The Ultimate Customer Experience
Call Center Times
Employee Training Mistakes
Appeared in 277 publications
Book Review – Empowerment: A Way of Life
Biz India
A Dozen Reasons Why Employee Training Fails
Retail Observer
Five Golden Rules of Customer Retention
Article Weekly
Empowered Employees Power Profits
Retail Observer (PDF)
12 Reasons Why Employee Training Fails
Balanced Living News
2013 Customer Service Articles
Customer Service Leaders Must Master Speed
Retail Observer
Empowered Employees Power Profits
Article Weekly
A Baker’s Dozen – Reasons Why Employee Training Fails
Call Center Times
Customer Service Leaders Must Master Speed
Retail Observer (PDF)
Customer Service Is Everyone’s Job
Retail Observer (PDF)
Customer Service Keynote Speaker John Tschohl Says Businesses Must Master Speed
Digital Journal (appeared in 350 publications)
Superior Service
Sales and Service Excellence Essentials (PDF)
In the Beginning, There Was the Plan. Superior Customer Service Requires a Strategy
Retail Observer
Want to Dominate Your Competitors? Focus on a Customer Service Strategy
Retail Observer
Is Customer Service Experience Your Top Priority?
Power Sports Business
Tanzania Society of Travel Agents Organizes Training
Global Travel Industry News
Customer Service is Everyone’s Job
Boston Business Journal
Welcome Aboard (download)
Ethiopian Airlines
The Gold Standard of Service (download)
Business Report.com
Don’t Loosen That Grip, Resist The Urge To Relax Financial Controls
Retail Observer
Cultura de servicia al cliente incrementa ganancias en 25%
El Diario De Hoy
Healthcare Employees Can Move Up to Better Jobs
Wall Street Journal
The Volleyball Team Manual – Is it for the Players or the Coach?
The Art of Coaching VolleyBall
Exclusive Interview with John Tschohl
Customer Service in Russia
Personal Connections, Mastering the Telephone
Retail Observer
Build Your Dream Team. Educate, Motivate, Stimulate, Evaluate, and Terminate
Auto Success
How to Handle Irate Callers (PDF)
Answer Stat
“Pool-Ups” Strengthen Sales, Upsell Every Customer In Your Pool (PDF)
Aqua Magazine
Retail Banking Employees Can Move Up to Better Jobs, Says Customer Service Expert John Tschohl
The Wall Street Journal
Build Your Dream Team. Educate, Motivate, Stimulate, Evaluate, and Terminate
Retail Observer
Build Your Dream Team. Educate, Motivate, Stimulate, Evaluate, and Terminate
Article Weekly
Who Are Your Customers? If You Don’t Know, How Can You Serve Them?
Retail Observer
Moving to Another City: How to Avoid Negativity
Planeta HR (Russia)
Delovaya Afisha-Interview with John Tschohl (Russia)
Birzha Interview with John Tschohl (Russia)
Unhappy Customers Are Like A Bomb, Megapolis (Kazakhstan)
Human Resources Management Interview with John Tschohl (cover story)(Russia)
St. Petersburg In Your Pocket Interview with John Tschohl (Russia) HeadHunter (Russia)
Planeta HR: Safety and Time Issues Cannot Be Solved By Prohibiting
Who Are Your Customers
Hoteliers
Moving Up, Get out of that rut!
Personal Excellence
Moving Up, Take Control and Get Out of That Rut!
Retail Observer
Mackay: We’re all in the customer service business (Published in 52 Newspapers)
StarTribune | busines
Who Are Your Customers? – If you Don’t Know, How can You Serve Them?
Article Weekly
Co-workers are customers too: Provide them with the best service possible
Daily Buzz
Hire and Check
Client’s Territory – Spring 2013 (Russia)
Time to Hire? Target Your Recruiting efforts
Retail Observer
Time to Hire? Target Your Recruiting efforts
Call Center Times
Customers Aren’t Always Right. Sometimes You Have to Risk Letting Them Go
The Retail Observer
How Do You Rate? How Do You Impact Your Employees and Their Productivity?
Call Center Times
How Do You Rate? How You Impact Your Employees and Their Productivity
The Retail Observer
Masters of the Customer Experience: What Kind of Value Do You Provide Your Customers?
Call Center Times
How Do You Rate? How Do you Impact Productivity?
Sales and Service Excellence
Master the Experience. Provide customers more value.
Sales and Service Excellence
2012 Customer Service Articles
E-Satisfaction: Everything You Do Should Focus On The Customer
Multi-Unit Franchisee
How Do You Impact Your Employees and Their Productivity?
4 Hoteliers
Customer Service Myths: The Real Story Behind Superior Service
The Retail Observer
The Real Story Behind Superior Service
4 Hoteliers
Gold-Medal Service: What the Olympics Can Teach You
Sales and Service Excellence
Empower Employees to Be Decision-Makers
Fox Business
Empower Employees to Be Decision-Makers
MSN: Business on Main
Follow the Leader – and Leave the Rest of the Pack Behind
Call Center Times
Follow the Leader – and Leave the Rest of the Pack Behind
The Retail Observer
Million-Dollar Ideas: A Strategy for Creating Content
Speaker Magazine
Porque todos somos Clientes
Cable en linea
Wanted: E-Commerce Leaders – Everything You Do Should Focus on the Customer
The Retail Observer
Walk in Customers’ Shoes: Are you easy to do business with? (see page 16)
Sales and Service Excellence
Insurance industry earns high marks for customer service
InsuranceQuotes.com
Want To Be A Service Leader?
The Retail Observer
Doing More With Less: Motivating Employees To Be More Productive
Floor Care Professional
Costa Concordia Discount Offer Misconstrued
LA Times
5 Business Problems Solved (In One Page or Less)
Business News
Making A Wrong Right: How to Handle Irate Internal Customers
The Retail Observer
Speed, Price, and Service
The Retail Observer
Seven Tips For Coping With Customer Questions
Entrepreneur
Partnering With Your Customers
The Retail Observer
Employee Satisfaction: Survey, Analysis, Reaction (Russian)
Planeta HR (HeadHunter.ru)
Kill Stupid Rules (Russian)
Brainity
Coworkers As Customers
Sales and Service Excellence Magazine
John Tschohl, Called the “Guru of Customer Service” by Time Magazine, In an Exclusive Interview for Write and Read (Russian)
WriteAndRead.me
Indignities of Travel: Fliers Recount Humiliating Incidents
USA Today
Costa and Carnival Try to Put Out PR Fires
Forbes
How to Tame a Caligula (Russian)
CIO Magazine
How Banks Can Keep Customers Happy
Bankrate.com
We Are Responsible For Those We Manage. Leading Customer Service Teams (Russian)
Client’s Territory
7 Secrets to Super Customer Service
CNN Money
As One Team (Russian)
HeadHunter
Wells Fargo Charges Fee For Checking
The Wall Street Journal
Tale of the Three Investments (Russian)
Brainity
Corporate Values: The Development and Promotion of Staff (Russian)
HR Planet
Coworkers Are Customers, Too
The Retail Observer
How Companies Can Create A Service Culture
Star Tribune
High Tech High Touch
The Retail Observer
2011 Customer Service Articles
Open Letter To NetFlix
My DVD Insider
High Tech High Touch
Customer Think
7 Secrets To Super Customer Service
CNN Money/em>
Small Business Saturday Tips
Daily Herald, Bellevue, WA
Black Friday Shopping Strategies
SheKnowsShopping.com
Empower Your Employees…Your Business Depends On It
MSN Business on Main
How Can You Motivate Your Employees To Be More Productive?
4 Hoteliers – Hospitality, Hotel, and Travel News
Dump Your Bank Day: Can consumers put a serious dent in big banks?
Christian Science Monitor
Stuck on a plane, fliers have few options
MarketWatch
Doing More With Less
Call Center Times
How To Motivate Employees To Be More Productive
Retail Observer
Life Lessons Excerpt
Real Simple
Does Your Bank Want You Off Their Books?
Fox Business
You Can’t Hide Bad Service
Call Center Times
Bank loyalty fading on fees as customers take accounts elsewhere
Denver Post
9 Ways Supermarkets Suck You In
Daily Finance
B of A Should Take a Page from Vernon Hill
Bank Fees Are Irking Customers
Sun Herald
Interview – Commercial Director 09/2011 (Russian)
Citibank is next with a new banking fee
Los Angeles Times
Banks Going the Way of Airlines, Netflix, With Debit Fees
Bank Systems Technology
Empowered Employees Create Happy Customers
All Business.com
4 Roadblocks On The Road To Small Business Empowerment
Lendio Blog
Customer Service Myths: If you Believe Them You’re In Trouble
Promotional Products Business
Crowdsourcing
Brainity.ru(Russian>
HR Brand- Dialogues
HRBrand.ru(Russian>
How Do You Rate As A Boss?
Call Center Times
Who Controls Your Destiny?
The Retail Observer, September 2011
Cutting Costs While Improving Customer Service”
Brainity.ru(Russian>
Is It The e-Service Era?”
Brainity.ru(Russian>
How To Achieve Delivering Great Customer Service
Modern Restaurant Magazine, June 2011(Russian)
A Winning Strategy: Create a Service Culture and Watch Your Sales Soar
Retail Observer August 2011
Success Formula “I myself”
Review “Empowerment: A Way of Life” BFM.ru(Russian)
Achieving Excellence Through Customer Service
Review Digest Kyivstar(Russian)
Article on Low Customer Service in the Far East(Russian)
First Class Customer Service (Review: “Achieving Excellence Through Customer Service”
Bankir.ru(Russian)
Review of “Empowerment: A Way of Life”
Facebook(Russian)
Review – “Empowerment: A Way of Life”
Bizbook.ua (Ukraine)(Russian)
“Empowerment: A Way of Life” listed among 2011 most interesting books
BoffoBooks.ru(Russian)
Service Recovery: A Powerfull Tool for Success
HR Brand (Russian)
HR Branding of the Future: How Companies Will be Recruiting and Keeping Employees in 2015
HR Brand (Russian)
Say Yes. Don’t Say No.
HR Brand (Russian)
Line Managers Leadership Development
Human Potential Magazine 2011 (Russian)
Empowerment – Book Review
Spring 2011 – IICM Credit Focus
Reduce Costs and Improve Morale
June 2011 – Retail Observer
Competitiveness Benchmarking
May 2011 – Brainity (Russian)
Technology and the Human Touch
May 2011 – Retail Observer
Customer Service Myths (Russian)
April 2011 – Expert Club Pulset
Technology and the Human Touch
April 2011 – Call Center Times
Customer Service Myths: If You Believe Them, You’re In Trouble
April 2011 – Retail Observer
Customer Service Myths: If you Believe Them, You’re in Trouble
March 2011 – Call Center Times
Empowerment as a Way of Life
March 2011 – Brainity.ru (Russian)
Customer Service Myths: If You Believe Them, You’re in Trouble
March 2011 – 4Hoteliers.com (English)
John Tschohl Featured in Strong-Man.ru Publication
March 2011 – Strong-Man (Russian)
Russian Business Seen by an American
March 2011 – Pulset-Club (Russian)
Effective training and development tools for sales reps
February 2011 – HR Brand
Keep Those Complaints Coming
February 2011 – Retail Observer
Hiring: no formal approach!
February 2011 – Expert Club Pulset (Russian)
Build A Great Team: Hire for Attitude, Train for Skills
February 2011 – Brainity (Russian)
No New Year’s resolutions and plans but real goals to change things for the better
January 2011 – Brainity (Russian)
Keep Those Complaints Coming
January 2011 – Media Release
If You Don’t Believe Me, Believe Them
January 2011 – Retail Observer
2010 Customer Service Articles
Empowerment Role Models
December 2010 – 4Hoteliers
Q and A: Investing in human resource is key to improving service delivery — Customer Service Expert
December 2010 – Sundaytimes
Five Questions with… John Tschohl
December 2010 – Inventors Digest
Removing Road Blocks
December 2010 – Excellence
400 Trained in customer care
November 2010 – The New Times – Rwanda
Removing the Roadblocks
November 2010 – Retail Observer
What customers back? Treat them well
October 2010 – Post-gazetter.com – Business
JetBlue campaign jabs rivals’ fees
October 2010 – USA TODAY – MONEY
Service Recovery: A Great Return on Investment
October 2010 – Retail Observer
Customer Service will drive success
April 2010 – Siemens Industry Journal
A Tale of Three Investments and the Power of a Service Strategy
September 2010 – Retail Observer
Changing the Way You Work
July 2010 – Retail Observer
Six Steps of Customer Service
June 2010 – Call Center Times
A Lesson in How “Not” to Win Customers
June 2010 – Retail Observer
Complaining 101: Make Your Gripe Heard
May 2010 – MSN Money
National Economic Newspaper – Belarus
April 2010 – In Russian
What is Your Dream?
The Retail Observer May 2010
No Job Is Safe
The Retail Observer April 2010
Bad Bosses: Don’t Be One
The Retail Observer March 2010
Empowerment: is it a myth?
The Retail Observer February 2010
Don’t Hire Employees Who Don’t Like People
The Retail Observer January 2010
2009 Customer Service Articles
6 Steps of Customer Service – Master these and you will succeed
Better your company by following these 6 easy steps
The Retail Observer December 2009
Kagame calls on business leaders to change mindset
John Tschohls presentation on Achieving Excellence Through Customer Service has Rwanda’s top leaders looking to improve customer service throughout the country.
The New Times – Rwanda’s First Daily, December 05, 2009.
Managing For Success – Elevating Your Level of Customer Service
Superior people handling skills aid the bottom line.
Investors Business Daily, November 30, 2009.
Create a Service Culture – You will be Rewarded
The Retail Observer November 2009.
John Tschohl in La Prensa Grafica – El Salvador
Front page article in Spanish on John Tschohl in La Prensa the largest newspaper in El Salvador. From his Service Strategy seminar on October 16.
Article Date: Ocober 23, 2009
John Tschohl in La Prensa Grafica- El Salvador
Front page article in Spanish on John Tschohl in La Prensa the largest newspaper in El Salvador. Before his Service Strategy seminar on October 16.
Article Date: Ocober 15, 2009
Social Networking – Will it Create More Sales?
Social Networking Article by John Tschohl. The Retail Observer October 2009.
The Oceanaire: A Customer Service Role Model
Article on Customer Service by John Tschohl. The Retail Observer October 2009.
John Tschohl featured in full page article in La Prensa Grafica newspaper in El Salvador.
It is in Spanish. On October 16 John is doing a one day seminar, Service Strategies for an Economic Impact – The Wow Effect in El Salvador. About 150 top executives from throughout Central America are attending.
John Tschohl In Romania. Video Interview – September 24, 2009
John Tschohl had an exclusive interview with Newchannel ro in Bucharest, Romania before his major Customer Service Conference. About 100 of the leading companies in Romania attended his public seminar sponsored by SQI Romania
The Times (S. Africa), September 5, 2009
Increase the odds of a job, John Tschohl comments on employee attitude
Time, September 3, 2009
The Airlines’ Customer-Complaint Lines: No Answe
USA Today, August 19, 2009
John Tschohl in USA Today on Service Recovery with Continental Airlines
Sales and Service Excellence, July 2009
Customer Experience: Create Great Ones or Recover Fast
Boost Your Bottom Line, August 3, 2009
John Tschohl shares secrets to an effective employee suggestion program.
Qatar Press Release, August 2009
Al Raya Newspaper Qatar
The Retail Observer, August 2009
“Don’t Run From Complaining Customers”
USA Today, July 29, 2009
John Tschohl quoted in USA Today the largest newspaper in the U.S.
Customers say hotel service improves despite cost cuts.
USA Today, Jaunary 14, 2009
“Fliers’ Complaints on Upswing”
USA Today states John Tschohl as the “Guru of Customer Service”
The Retail Observer, July 2009
“Bulletproof your Job”
First Rate Customer Service, June 2009
“Respond confidently to customer complaints”
First Rate Customer Service, June 2009
“Overcome limitations”
The Retail Observer, May 2009
“Service Recovery – What to do when you’ve made a mistake”
Business Review – Key Bank, Spring/Summer 2009
“Service with a Smile”
Lawn and Landscape, May 2009
“Service Check“
Sales and Service Excellence, April 2009
“Customer Friendly – Get rid of all that is not”
Retail Observer, February 2009
“Is Money a Motivator, No!”
Emprende Revista, January 2009
“Email Marketing”
Human Resource Management, January 2009
Russian Magazine
Bankstocks.com, January 7, 2009
“On Customer Service: To Destroy Value, Skimp on Employee Training”
Retailnologies e-Magazine, January 2009
“El Guru del Servicio al Cliente”
2008 Customer Service Articles
2012
Emprende Revista, Diciembre 2008
“Consejos Del Guru Mundial Del Servicio al Cliente”
Sales and Service Excellence Magazine, August 6, 2008
“Tough Action – Don’t Try to Motivate People“
HR Management Magazine, April 2008 – Russia
“Train, Educate, Reward!“
General Director Article in Russian, April 2008 – Russia
Entreprenur Articulo Febrero – Spanish
2007 Customer Service Articles
Sales and Marketing Management, December 2007
Russian Magazine
Sekret Firmy (Corporate Secret) Magazine – Russian
Press Release on Euroset, in Russia.
Entrepeneur Magazine Article, August 2007
Entrepeneur Russia Magazine featuring John Tschohl