SQI September 2018 Newsletter

Why is Empowerment So Difficult to Use?

No firm can be a service leader without empowerment...

Empowerment means you have to bend rules and policies in favor of the customer. In my book, Empowerment: A Way of Life, I said everyone's single, most important task every day is to have over happy customers. If you have over happy customers your competition is screwed... sales increase and customer loyalty soars.

Employees and managers are usually frozen in time and unable to make fast decisions to help a customer. I suspect 80% of all empowered decisions are for $25 or less. Of this I estimate 80% are for under $10. If an employee has a choice between a rule, policy or procedure over the customer or making an empowered decision to help the customer to make them over happy. The policy always win...

Continue reading SQI's latest blog post

Service Strategy Seminars

I speak and write on Service Strategy, Empowerment, Service Recovery, Motivation, Speed and the Customer Experience. This month I am doing seminars in Kirov Russia (public seminar) and Moscow for PEC the leader in logistics and transportation in Russia.  Next month I will have two seminars in Bulgaria, October 18 a public seminar customerservice.bg and October 20 for Bulgarian Economic Forum. Then I fly to Greece for a day and another public seminar in Cyprus on October 24. Visit JohnTschohl.com

If you want to drive the customer experience with your leadership team contact my team:

Brook Brown, US, Europe, Africa,Asia, Middle East  Brook@servicequality.com  Cell 1-952-232-9932

Marina Lukyantseva, Russia and CIS  Marina@servicequality.com  Cell 1-408-637-8730

Carmen Velasco, Latin America Carmen@servicequality.com  Cell 1-619-862-7694

Everyone is also available on Whats App and Skype.

Why Use the SQI Online Learning Portal?

Our portal of online courses is a comprehensive training solutions that continues customer service, soft skills and complaisance training all in one easy to use solution. Companies offer the online learning portal to all levels of employees as an innovative, new training program that increases engagement, provides development opportunities and builds organizations knowledge.

It's easy to get started, visit our new web site for online learning
We have two levels: 

  1. Gold with 60 courses 
  2. Platinum with 100 courses

We can also brand the site with your company logo, imagery, text and custom URL

We have also 14 customer service courses to choose from for our online learning or you can choose the Gold or Platinum levels with 60 – 100 courses.

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.

For more information and special pricing contact Brook Brown
Cell: 1-952-232-9932
Email: Brook@servicequality.com

It will play on mobile devices. Each of the 14 courses have a substantial amount of live video in the course. Click here to order.

Service Culture Plan or Induvial Learning Programs

If you are interested in our 1-3 year service culture plans where discounts are often over 90% give us a call or send an email.

Customer-Service.com has a variety of programs you can use to develop your workforce. SQI is the only company in the world that has enough different programs that you could give all employees a new program every 4 months for 4 years.

Need Channel Partners Passionate About Customer Service

We are looking for channel partners across the world that want to expand their business using customer service. If you would like to leverage our brand, technology and build a business helping organization become customer driven contact our team. An investment for inventory is required. Visit for channel partner information.

Contact my team if you are interested: 

Murtaza Versi, Africa Murtaza@servicequaity.com  Cell  +255-786-142-424

Brook Brown, US, Europe, Asia, Middle East  Brook@servicequality.com  Cell 1-952-232-9932

Marina Lukyantseva, Russia and CIS  Marina@servicequality.com  Cell 1-408-637-8730

Carmen Velasco, Latin America Carmen@servicequality.com  Cell 1-619-862-7694

In The Media

Standing Still Can Kill Your Business
Retail Observer

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

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

See All Media Articles


John Tschohl
Service Quality Institute
9201 E. Bloomington Freeway
Minneapolis, Minnesota 55420 USA
Office: (952) 884-3311
Cell: (612) 382-5636


Copyright © 2018 Service Quality Institute. All Rights Reserved.

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