SQI April Newsletter
$4 Billion Acquisition, Lousy Service and Burning Millions on Advertising

Hi [firstname|there],

I developed Feelings, the first customer service program ever developed and released it in January 1980. This was before many of my current readers were born. My reasoning was I witnessing firms (in 1979) spending fortunes on marketing and advertising and then, as the customer walked in the front door, the employees would literally smack the customer on the head with a baseball bat with their terrible customer service.

So, pretty hard to believe that 38 years later and with everyone claiming they have the world’s best customer service…the exact same thing is happening today.

Here’s an example of what we recently experienced:

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NEW - SQI's Online Learning Certification
Click here to place your order

We have 14 courses to choose from for our online learning. Building a culture of service excellence within your business requires an individual and coordinated effort from every echelon in the corporate structure from sales associates to quality control, to management.

Our online program has more video than any online learning program in the world. If a firm had to film all the video we use in the 14 courses it would cost several hundred thousand dollars. SQI has millions of dollars in video that we use to make a more exciting online learning.

The Service Quality Institutes’ innovative online certification courses are designed to cultivate a general standard of exemplary service by empowering each employee with the tools needed for consistent success in their daily interactions.

We have partnered with Vubiz to improve the design. In addition they have a huge inventory of online learning that you can also access.

We have 14 online learning courses for you to choose from and if you choose any 14 you receive Certification and a $187 discount. The new pricing is $49 each and only $499 for all 14 and the Certificate. 

The 14 sessions are:

  1. Quality Service Definition
  2. Customers and Their Decisions
  3. Understanding Customer Interactions
  4. Exceeding Customer Expectations
  5. Working as a Team
  6. Feedback
  7. Empowerment
  8. Employing the Strategy of Speed
  9. The language of Positive Communication
  10. Effective Communication
  11. Effective Telephone Techniques
  12. Handling Complaints and Service Recovery
  13. Service Attitude and Mindset
  14. Quality of Work
It will play on mobile devices. Each of the 14 courses have a substantial amount of live video in the course. Click here to place your order.

Channel Partners Wanted Across the World
SQI is looking for a few companies or individuals who would like to represent our products in their marketplace. We need those with passion who want to help other companies become service leaders. An investment for inventory is required. In Ethiopia we have Ethiopian Airlines representing SQI. They are both a client and channel partner. 

If interested contact:

Brook Brown 

Carmen Velasco 
Exec VP Latin America 

Marina Lukyantseva 
VP Russia/CIS  

John Tschohl Public Seminars
May 28 - Moscow Russia  AlyonaZhupikovaKA Group
May 30 - Kiev Ukraine  AlyonaZhupikovaKA Group

If interested in booking John Tschohl for an in-house service strategy keynote or seminar contact

Brook Brown

Certification Seminars

Empower yourself and your representatives with the Service Quality Institute informative and insightful customer service certification workshop: a four-day seminar dedicated to the nuances, strategies, and keys to successful customer interactions. Gain the validity and recognition necessary to advance in your career, or strengthen your management group with sessions designed for both trainers and leaders.

The Service Quality Institute has garnered international recognition as an educational leader in customer service management, strategy, and the science of interpersonal communication and helping people believe in themselves. Our certified customer service experts continue our tradition of excellence every day in their field. Our diverse range of topics and innovative approach to educating and informing our attendees gives your associates the confidence and knowledge base to wow both customers and their superiors.

Take a moment to view our current schedule of both employee and management seminars.

Reservations are limited, so be sure to schedule your management or employee team in advance.

Certification Seminar May 7-10, 2018 Monday - Thursday 
Register for your Customer Service Certification, click HERE

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John Tschohl
Service Quality Institute

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Service Quality Institute, 9201 East Bloomington Freeway Minneapolis, MN 55420