 "Do less than customers expect and service is perceived
as bad.
Do exactly what customers expect and service is perceived as good...
But do more than customers expect and service is perceived as superior."
John Tschohl
John Tschohl, called the “guru of customer service” by Time and Entrepreneur
magazines, is a best selling author and president of Service Quality Institute,
the global leader in customer service.
For the last 22 years he has solely focused on helping organizations drive a service
culture and develop a team of employees providing superior service. His message
will help you learn how to keep your customers in an era of global merciless change
and reinvent your company at a level of processes, policies, attitudes, and business
philosophy in order to deliver unlimited value and extraordinary service. He will
help you develop a detailed and aggressive strategy to keep your customers and prevent
them from defecting to your competition.
Tschohl is dynamic, hard hitting, and inspirational. He will create an emotional
buy-in using measurable data that CEO’s respond to. John’s message is based on common
sense built around his 30 years in speaking, designing training programs, and building
high performing workforces.
He is the author of four best selling books:
- Achieving Excellence Through Customer Service: the bible for organizations who want
to learn how and why to implement a service strategy (3rd edition just released)
- e-Service: Speed, Technology & Price Built Around Service
- Cashing In: Make More Money, Get A Promotion, Love Your Job: written for the high
achiever within your work force
- The Customer Is Boss: a hard hitting book that teaches you how to get and demand
service.
Featured on major television shows from Good Morning America, CNBC and PBS to newspapers,
radio stations, and magazines from almost every corner of the world. John’s technology
and books are in 11 languages, represented in over 40 countries, and 60 percent
of Service Quality Institute’s business is international.
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