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New Programs and Upgrades of our Customer Service Programs

Service Quality Institute is spending a lot of money and time upgrading our programs, so you have the best material in the world to use. Leading Empowered Team for An Awesome Customer Experience I have spent the last several months upgrading the two-day seminar. The focus is on Empowerment, Coaching & Feedback, Teamwork, and How … Read more

Is Training Employees on Customer Service Really Necessary?

Most organizations are reluctant to spend the time and money training their employees on customer service. In the world, most employees are young. Employee turnover averages 20-30% in most companies. The fear of training an employee and then they leave in 60 days discourages most companies from investing in the education of their employees. There … Read more

Why is Great Customer Service So Hard to Find?

I have never figured out why so few firms deliver great service. In 1979 I wrote the world’s first customer service program because customer service was awful. Feelings was released in January 1980. Customer service probably is worse today than when I started. All firms in the US believe they deliver great service. Almost everyone … Read more

Speaking Tours in Georgia and Azerbaijan

I just returned from speaking tours in Tbilisi, Georgia and Baku, Azerbaijan. Both are beautiful countries. Nice people and great food. This is my first visit to both countries. Georgia is on the Black Sea right beneath Russia, and next to Armenia, Azerbaijan, and Turkey. The government of Georgia and their Tourism Administration invited me … Read more

Amazon and Home Depot 2021 Annual Reports

Two service leaders worth following are Amazon and Home Depot. You can learn a lot from their annual reports. I believe you learn from the best. Two firms worth benchmarking yourself against. Your leadership team should study the thinking and execution of plans laid out in the report. Amazon Andy Jassy President and CEO Andy … Read more

The Power of Service Recovery

Everyone screws up. The problem is what you do to keep the customer from defecting. Often “I am sorry” will work. If you have a monopoly “I am sorry” is fine. Most of us have competition and the cost of losing a customer is huge. Very few people know the cost of a defection so … Read more

Vail Like Nothing on Earth is Losing its Brand

I have been skiing in Vail Colorado for about 45 years now. George Gillett Jr. bought Vail Resorts in 1985 and sold the resort in 1996. The first time I met George I asked him what he does, He said,  “I am in customer service.” Later I found out he was the owner. He built … Read more

Two Service Leaders Who Own and Dominate Their Markets Through a Service Strategy

Very few companies understand the power of the Service Strategy. It is the most powerful tool for rapid growth. market dominance and record sales and profits. In the US most firms believe they deliver awesome service and almost no one can name even 5 service leaders. Many spend a fortune on their stupid customer satisfaction … Read more

Warren Buffett on Success and Customer Experience

Warren Buffett on success and customer service and the customer experience. About 16 minutes and worth your time. Buffet is one of the most successful investors and wealthiest people in the world. He is 91 years old and has no plans to retire. His net worth is over $107 billion. In January 1980 I released … Read more

Remember and Using a Customer’s Name

Customer service has many elements that allow you to deliver superior customer service. I believe your name is a precious possession and when a company uses your name it elevates the customer experience. People value their names and the capital they bring to any conversation, interaction, or relationship.  People love to hear their names.  More … Read more