John Tschohl


Visit John's Web Site at

Achieving excellence through customer service

John Tschohl has been instructing and motivating employees, managers, supervisors and company CEO's for over 30 years. As one of the foremost authorities in motivation and motivational topics, John has received recognition and accolades from those whom have had the pleasure to hear him speak:

"Thank you very much for your exciting presentation at the ICBA Annual Convention in Orlando. Your topic "Achieving Excellence Through Customer Service" was of great interest to community bankers as evidenced by the standing room only audience. Your enthusiasm and lively delivery approach was well received and is supported by the excellent evaluations ICBA received following your presentation."
Greg Martinson
Director of Education
Independent Community Bankers of America
Sauk Centre, Minnesota


John Tschohl (pronouced Shole) is founder and president of Service Quality Institute, a multi-national firm specializing in quality service training. Service Quality Institute maintains an extensive worldwide consulting network with representation in 27 countries and in 8 languages. John is a true entrepreneur. He took an "idea" and developed it into a training vehicle that has become a leader in its field.

John is a native of Minnesota and a graduate of the University of St. Thomas. His company is celebrating it's 26th year in business. In 1979 he developed the world's firs comprehensive customer service training system.
John Tscholhl is an authority on Quality Service. His enthusiasm, energy and conviction will create a new commitment within your organization to focus on service as a strategic competitive weapon. His indicidually tailored message is practical and provides solutions that can be readily implemented.

John has authored hundreds of articles and publications on customer service. He has developed and authored over 50 books and learning systems. FEELINGS, the world's premier customer service system, is used by organizations throughout the world to improve their level of customer satisfaction. His book, Achieving Excellence Through Customer Service (Best Sellers Publishing, 1996), is a comprehensive book on how to implement and manage a quality service strategy. John's book, Cashing In: Make More Money, Get A Promotion, Love Your Job (Best Sellers Publishing, 1995), is aimed at the service professional. His book, The Customer Is Boss (Best Sellers Publishing, 1993), helps consumers effectibely challenge bad customer service and gain satisfaction in dealing with service providers.

John has received worldwide recognition from such highly acclaimed media as "Good Morning America" and "Good Morning Africa." In Time Magazine's cover story on Customer Service, Tschohl was referred to as "a quality service guru." Television, radio and the print media regularly interview John seeking out his expertise in customer service.

John's seminar programs have been heard internationally in Mexico, Canada, Brazil, Israel, Malaysia, Singapore and most countries in Latin America. His technology has been culturally adapted and translated into a number of foreign languages.

John is a member of the National Speakers Association, Instructional Systems Association and Society of Consumer Affairs Professional.



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.

  • Quality Customer Service: A Strategic Weapon
  • The Power of a Highly Motivated Work Force
  • The Service Concept
  • Five Ways to Increase Business
  • Six Major Steps to Becoming Customer Service Driven
  • Customer Service Role Models
  • Empowerment
  • Dissatisfied Customers -- The Real Cost
  • Five Critical Design Characteristics to Motivate and Train

John Tschohl will tailor his presentation to your specific industry and individual needs. The following topics are among the many he has been asked to address:







Keynote Presentation:
This address will be tailored to the individual needs of the client. Any supporting documentation the client provides will be used to assist in preparation. The client can expect customization, some independent research, specific handouts and possibly a site visit to gain first-hand knowledge of the operations if close to the Twin Cities or an area John Tschohl is visiting.
4-hour Seminar:
The presentation will be tailored to the client and their marketplace. Information received on your organization will be read and used appropriately in the presentation. Independent research will be conducted.
8-hour Seminar:
This can be a highly dynamic, in-depth seminar to help you drive the service strategy with your leadership team and employees. The length of time allows discussion with the participants and a very customized presentation.
There is no limit to the number of participants in any presentation.
Multiple dates and programs are subject to discounted pricing.

Client List
The following is a partial list of companies who have selected John Tschohl as a presenter.

A.O. Harvestore Products
Alaska Division of Tourism
ALFA (Mexico)
Allied Van Lines
American Chamber (Mexico)
American Financial Services Association
American Logistics Association
ANDA (Peru)
ANTAD (Mexico)
Apartment Association of Indiana, Inc.
Aymara de Asociados (Costa Rica, Guatemala, Honduras, Nicaragua.)
Banco Agricola Comercial de El Salvador
Banco de Exportacion, S.A. (Guatemala)
Barrett Moving & Storage
Bassett Furniture
Beaver Lumber of Canada
Benavides (Mexico)
Bremer Financial
Bruno's, Inc.
Calgary Co-op (Canada)
CANIRAC (Mexico)
Carolina Builders
Carolina Power & Light
CCC Information Services
Central Minnesota Quality Council
Chevron U.S.A.
City of Bloomington, MN
Coca-Cola Femsa, S.A. de C.V.
Colony Resorts
CONTACTO (El Salvador)
Cooper/T. Smith Corporation
Cotter/True Value Hardware
CRA/MG (Brazil)
Delta Dental Plans Association
Dollar Rent A Car
Dun & Bradstreet
Eastman Kodak
Edmonton Chamber of Commerce (Canada)
Federal Express
Fundacao Esag (Brazil)
GBM de Dominican Republic
GBM de Nicaragua
GBM de Panama
Golden Cross (Brazil)
Graebel Van Lines, Inc.

Growmake, Inc.
Grupo Azteca (Mexico)
Hearing Technology, Inc.
Hostal Restaurants - Hotels (Mexico)
Hyau Hotels (Singapore)
Inc. Magazine
Indiana Farm Bureau Cooperative
Indecopi (Peru)
Industrial Fundidora Valsi (Mexico)
ITESM (Mexico)
Kay-Bee Toy and Hobby
Israel Postal Authority
Lutheran Brotherhood
Maryview Health Corporation
Meiro Financial
Minnesota Licensed Beverage Association, Inc.
Mmmuffins, Inc. of Canada
Moore Business Forms
National Marine Manufacturing Association
Nevada Department of Tourism
Newstar Communications, Inc.
Organization Ramirez (Mexico)
P & C Food Markets
Point-of-Purchasing Advertising Institute
Professional Housing Management Association
Progressive Beauty Enterprises
PSA Security Network
Sales and Marketing Executives International
Self Storage Association
Sentara Health Systems
Service Quality Center (Singapore)
Southern States Cooperative, Inc.
Southwestern Bell Telephone
St. Paul Fire and Marine Insurance Company
SupeRx Drug Stores
System Sensors
Texas Restaurant Association
Time, Inc.
TTC of Israel
ULACIT (Costa Rica & Panama)
Universidad Panamericana (Mexico)
Video Trends
Wolohan Lumber
Zellers (Canada)

Mr. Tschohl's speech was inspiring, focused and well-received. His presentation received high marks from all attendees - he showed everyone how a company can ride a service strategy business success. I highly recommend Mr. Tschohl for presentations related to total quality, customer service, and business strategy. You will be inspired and won't be disappointed.
Thomas Raffio
President & CEO
Delta Dental
Concord, New Hampshire

There are few occassions when inspiration takes hold of so many when it comes to enhancing customer satisfaction. Your presentation to the Absa delegates provided one of these moments.

Len Stander
General Manager
Johannesburg, South Africa

Thanks for a great presentation at our 2003 Shopping Center Conference in Bogota, Colombia. The owners like very much your style and message. We really appreciate you coming to Bogota to help FENALCO members drive a customer service strategy and also to help us with the media, radio and newspaper. We appreciate your tailoring your message to our audience. Your enthusiasm and delivery opened their eyes to the power of customer service. Thanks a lot.
Ana Maria Uribe Navarro
Training Manager
Fenalco Presidencia Nacional
Bogota - Columbia

"Your enthusiastic and powerful speech made a deep impression on every participant. Your really took the service strategy idea for our bank and even Shanghai to a new level."
Ruan Hong, Deputy General Manager
Zhao Shan, Director of Customer Service Department
Bank of Communications, Shanghai Branch, China

"We benefited from your service strategy concept. Thanks for your advice to Zhejiang Telecom. We believe deeply that excellence in service can create value and we will try our best to use the ideas."
Happy Lee
General manager of Zhejiang
Telecom Industry Group Hangzhou co.,ltd

"Regarding your excellent presentation "Achieving Excellence Through Customer Service" on September 19,2001, you help our high-level managers to perfect our customer service. The two-hour speech draw out the main points of customer satisfaction from exterior to interior retrospect: What challenge leaders nowadays? How to keep growing and to survive in this e-world? How to empower employees? How to control our emotion? As we all understand that customer satisfaction is notoriously hard to measure and interpret. The world is changing, so are the customs. That is why we focus on customer service. Look forward to working with you in the near future.
Chia-Sheng Chang
Chief Information Officer
Cathay Life Insurance Co.

"I have had the opportunity to get through a portion of our survey feedback from our Annual Conference in July 01. I expressed my appreciation for your keynote address at that time. At this time, I want you to know the feedback from your presentation was VERY well received. We had new attendees who were most impressed. We had repeat attendees who enjoyed your presentation. And we also had the stalwart attendees who indicated their appreciation. Please accept a heartfelt thank you from ASQ, as you were one of the highlights in our Annual Conference this year."
Gary Townsend
Vice-Chair Conferences
Minnesota Section 1203
American Society for Quality

"The Israel Oscar Awards was a tremendous success. I am pleased that we could take advantage of your experience."
Dan Nadiv
Director General
Israel Postal Authority

"Your conference was perfect."
Martha Prado de Gatierrez
Director of Development of Human Resources
Benavides, Mexico

"I just wanted to personally thank you for tackling the roles of personal motivator, educator, and subject matter expert at Sprint's customer care into the year2000 seminars. Your presentation was humorous, inspirational, and compassionate."
DeAnna De Bruin
Sprint Events Marketing


Visit John's Web Site at


Professional Speakers Bureau International

Tels: (614) 841-1776 • Fax: (614) 846-3803

1112 Firth Avenue Suite 301, Worthington, Ohio 43085

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