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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
Presentations
ACHIEVING EXCELLENCE THROUGH CUSTOMER SERVICE
A customer service strategy is imperative in today's competitive marketplace. The importance of service must be recognized and addressed by everyone within an organization. Becoming a service driver organization requires a commitment by top management, proper training for each and every employee, and an empowered work force with customer friendly systems and procedures. The following is a synopsis listing the major topics covered in John Tschohl's Achieving Excellence Through Customer Service presentation.
- Customer Service: A Strategic Weapon
- The Power of a Highly Motivated Workforce
- The Service Stratetegy
- E-Service Competition
- Six Major Steps to Becoming Customer Service Driven
- Customer Service Role Models
- Don't Hire Employees Who Hate Customers
- Empowerment
- Dissatisfied Customers -- The Real Cost
- Five Critical Design Characteristics to Motivate and Train Employees
- Measuring Customer Satisfaction
e-SERVICE: SPEED, TECHNOLOGY AND PRICE BUILT AROUND SERVICE
- e-Service: A Strategic Weapon
- e-Commerce: How to Survive and Grow
- The Leadership Challenge: How to Keep Customer Service Quality on Track
- Benchmarking Customer Satisfaction - How Do You Stack Up Against Your Competitors?
- Advanced Techniques for Bulilding Customer Satisfaction
- Cutting Costs to Survive
- Creating a Dedicated Workforce
- Fostering an Empowered Workforce
- Service Recovery
LOYAL FOR LIFE
Every organization makes mistakes, blows it or has customer misunderstandings. Service recovery can turn angry customers into
customers who will be Loyal for Life, all in just 60 seconds or less. Empowerment is the backbone of the service recovery
principle. Loyal for Life is based on acting quickly and decisively, being empowered and creating a customer who is Loyal for
Life. Learn how to take an unhappy customer from hell to heaven in 60 seconds or less.
SERVICE FIRST
Energize your entire workforce with a seminar built around the power ofr customer service, empowerment, building employees' self-worth, self-concept and self-esteem.
A combination of video vignettes can be used to dramatize the message with real world examples of good and poor service.
Start building a service culture from your front-line employees to top management. The seminar can be anywhere from one hour to one day, all customized for you.
- Customer Service - A Strategy
- Global Service Role Models
- Ca$hing In: Make More Money, Get a Promotion, Love Your Job
- Six Major Steps to Become Customer Service Driven
- Someone is Going to Get Promoted
- Empowerment
- Handling Complaints & Irate Customers
- Service Recovery
ADDITIONAL PRESENTATION TITLES
John Tschohl always customizes his presentation to your specific industry and individual needs. Presentation titles can be tailored for your organization.
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