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Service Quality Institute

9201 E. Bloomington Freeway
Minneapolis, Minnesota 95420 USA
Phone: 952-884-3311
Fax: 952-884-8901
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John Tschohl - A Customer Service Strategist

Customer Service Articles

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2010 Customer Service Articles

Changing the Way You Work
July 2010 - Retail Observer

Six Steps of Customer Service
June 2010 - Call Center Times

A Lesson in How "Not" to Win Customers
June 2010 - Retail Observer

Complaining 101: Make Your Gripe Heard
May 2010 - MSN Money

National Economic Newspaper - Belarus
April 2010 - In Russian

What is Your Dream?
The Retail Observer May 2010

No Job Is Safe
The Retail Observer April 2010

Bad Bosses: Don't Be One
The Retail Observer March 2010

Empowerment: is it a myth?
The Retail Observer February 2010

Don't Hire Employees Who Don't Like People
The Retail Observer January 2010

2009 Customer Service Articles

6 Steps of Customer Service - Master these and you will succeed
Better your company by following these 6 easy steps
The Retail Observer December 2009

Kagame calls on business leaders to change mindset
John Tschohls presentation on Achieving Excellence Through Customer Service has Rwanda's top leaders looking to improve customer service throughout the country.
The New Times - Rwanda's First Daily, December 05, 2009.

Managing For Success - Elevating Your Level of Customer Service
Superior people handling skills aid the bottom line.
Investors Business Daily, November 30, 2009.

Create a Service Culture - You will be Rewarded
The Retail Observer November 2009.

John Tschohl in La Prensa Grafica - El Salvador
Front page article in Spanish on John Tschohl in La Prensa the largest newspaper in El Salvador. From his Service Strategy seminar on October 16.
Article Date: Ocober 23, 2009

John Tschohl in La Prensa Grafica- El Salvador
Front page article in Spanish on John Tschohl in La Prensa the largest newspaper in El Salvador. Before his Service Strategy seminar on October 16.
Article Date: Ocober 15, 2009

Social Networking - Will it Create More Sales?
Social Networking Article by John Tschohl. The Retail Observer October 2009.

The Oceanaire: A Customer Service Role Model
Article on Customer Service by John Tschohl. The Retail Observer October 2009.

John Tschohl featured in full page article in La Prensa Grafica newspaper in El Salvador.
It is in Spanish. On October 16 John is doing a one day seminar, Service Strategies for an Economic Impact - The Wow Effect in El Salvador. About 150 top executives from throughout Central America are attending.

John Tschohl In Romania. Video Interview - September 24, 2009
John Tschohl had an exclusive interview with Newchannel ro in Bucharest, Romania before his major Customer Service Conference. About 100 of the leading companies in Romania attended his public seminar sponsored by SQI Romania

The Times (S. Africa), September 5, 2009
Increase the odds of a job, John Tschohl comments on employee attitude

Time, September 3, 2009
The Airlines' Customer-Complaint Lines: No Answe

USA Today, August 19, 2009
John Tschohl in USA Today on Service Recovery with Continental Airlines

Sales and Service Excellence, July 2009
Customer Experience: Create Great Ones or Recover Fast

Boost Your Bottom Line, August 3, 2009
John Tschohl shares secrets to an effective employee suggestion program.

Qatar Press Release, August 2009
Al Raya Newspaper Qatar

The Retail Observer, August 2009
"Don't Run From Complaining Customers"

USA Today, July 29, 2009
John Tschohl quoted in USA Today the largest newspaper in the U.S.
Customers say hotel service improves despite cost cuts.

USA Today, Jaunary 14, 2009
"Fliers' Complaints on Upswing"
USA Today states John Tschohl as the "Guru of Customer Service"

The Retail Observer, July 2009
"Bulletproof your Job"

First Rate Customer Service, June 2009
"Respond confidently to customer complaints"

First Rate Customer Service, June 2009
"Overcome limitations"

The Retail Observer, May 2009
"Service Recovery - What to do when you've made a mistake"

Business Review - Key Bank, Spring/Summer 2009
"Service with a Smile"

Lawn and Landscape, May 2009
"Service Check"

Sales and Service Excellence, April 2009
"Customer Friendly - Get rid of all that is not"

Retail Observer, February 2009
"Is Money a Motivator, No!"

Emprende Revista, January 2009
"Email Marketing"

Human Resource Management, January 2009
Russian Magazine

Bankstocks.com, January 7, 2009
"On Customer Service: To Destroy Value, Skimp on Employee Training"

Retailnologies e-Magazine, January 2009
"El Guru del Servicio al Cliente"

2008 Customer Service Articles

Emprende Revista, Diciembre 2008
"Consejos Del Guru Mundial Del Servicio al Cliente"

Sales and Service Excellence Magazine, August 6, 2008
"Tough Action - Don't Try to Motivate People"

HR Management Magazine, April 2008 - Russia
"Train, Educate, Reward!"

General Director Article in Russian, April 2008 - Russia

Entreprenur Articulo Febrero - Spanish

2007 Customer Service Articles

Sales and Marketing Management, December 2007
Russian Magazine

Sekret Firmy (Corporate Secret) Magazine - Russian

Press Release on Euroset, in Russia.

Entrepeneur Magazine Article, August 2007
Entrepeneur Russia Magazine featuring John Tschohl

2006 Customer Service Articles

Mystery Shoppers
Mystery shoppers keep tabs on the manners of retail, banking clerks

Mercado
Descuba el Secreto para Competir y Generar Ganacias

2005 Customer Service Articles

07/04/2005 - Coffee with John Tschohl
The Minneapolis Start and Tribune sits down to have a cup of Coffee with John Tschohl
06/27/2005 - Companies give employees more power
USA Today - Travel industry workers fix customer problems with cash, free rooms
06/21/2005 - Translating Customer Satisfaction
St. Paul Pioneer Press - SQI providing training materials to China
06/10/2005 - Service Recorvery
Sales and Service Excellence - Retain your customers for life
05/17/2005 - Fed up with poor service? Press '1'
Kansas City Star - Satisfaction slips in latest ratings
04/01/2005 - Driving a service Culture
ASO Idea Book - Use new training materials every 6 months
 

2004 Customer Service Articles

05/01/2004 - Train, Nurture, Reward!
Office Pro - Incorporate these elements into staff development and watch the
bottom line reap the results
04/01/2004 - Train Your Employees
Canadian Manager - Keep them running smoothly
01/12/2004 - Managing for Success
Investors Business Daily - The art of exceeding expectations
 

2003 Customer Service Articles

Making Sales and Keeping Customers
Sellebrations - The first step in selling is Superior Service
Focus on: IGA Retailers
IGA Grocergram - The Keys to Compete
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