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John Tschohl I have attached my highlighted copy of Amazon’s 2022 Annual Report. If you only read the yellow highlights, it will take about 5 -7 minutes. Amazon is Relentless in its focus on customer service. The letter from Andy Jassy, President and Chief Executive Officer, is really worth reading. He joined Amazon in 1997 when they … Read more
I am working with the government in Zambia to help them become the most customer-centric and most powerful economic power in Africa by focusing on a Service Strategy. I was invited to Zambia by Friday Nyambe, Director General, Office of the President, Republic of Zambia to Zambia. Dr. Oliver Kalabo, Office of the President, Cabinet … Read more
Empowerment is critical to any organization that wants to be a Service Leader. It is the most difficult skill to teach and get employees to use. Empowerment means all employees have to make fast decisions on the spot in favor of the customer. The fear is that an employee may give away the store. The … Read more
Every year I highlight Northeast Delta Dental. This is an insurance company based in New Hampshire, Maine and Vermont (Every 4 years, anyone running for U.S. President spends a lot of time there). I have been working with Tom Raffio, President of Northeast Delta Dental, since March 1990. That is 33 years. Tom implemented The … Read more
There are so many financial benefits to creating a real service culture. You dramatically increase the value of the business. Significantly more than any competitor. Sales will be light years ahead of your competition. Market share will have a dramatic increase. With COVID finally going into hiding it is time for organizations to dramatically improve … Read more
I was in Ethiopia for 6 days in November doing service strategy seminars for the Ethiopian Airlines leadership team, key employees and the executive team. They want all their employees to be Customers Oriented, Not Task Oriented. About 2,500 employees attended my seminars in their 500-seat auditorium. We then trained 50 selected leaders to facilitate … Read more
When COVID hit the world in March 2020 the world was shut down, and customer service vanished. Was it because of COVID or because companies were thinking only of survival? When I wrote Feelings in 1979, the first customer service program ever developed in the world. I saw organizations spending millions on advertising trying to … Read more
We like to bash the government, but I think recognition and applause are needed when we encounter awesome service. I was on the public tennis court on a Thursday in Bloomington at about 3 PM when my former mailman, Scott Pelton, got out of his delivery vehicle and approached me. He had a package from … Read more
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
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
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