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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."
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
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
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.
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.
- 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
- Dissatisfied Customers -- The Real Cost
- Five Critical Design Characteristics to Motivate and Train
ADDITIONAL PRESENTATION TITLES
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:
CUSTOMER SERVICE STRATEGIES
THE SERVICE ADVANTAGE
AN EMPOWERED WORK FORCE
CA$HING IN: KEEP MORE CUSTOMERS, MAKE MORE MONEY, GET A PROMOTION,
LOVE YOUR JOB
NEW WORK HABITS FOR A RADICALLY CHANGING WORLD
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.
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
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
There is no limit to the number of participants in any presentation.
Multiple dates and programs are subject to discounted pricing.
The following is a partial list of companies who have selected John
Tschohl as a presenter.
A.O. Harvestore Products
Alaska Division of Tourism
Allied Van Lines
American Chamber (Mexico)
American Financial Services Association
American Logistics Association
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
Beaver Lumber of Canada
Calgary Co-op (Canada)
Carolina Power & Light
CCC Information Services
Central Minnesota Quality Council
City of Bloomington, MN
Coca-Cola Femsa, S.A. de C.V.
CONTACTO (El Salvador)
Cooper/T. Smith Corporation
Cotter/True Value Hardware
Delta Dental Plans Association
Dollar Rent A Car
Dun & Bradstreet
Edmonton Chamber of Commerce (Canada)
Fundacao Esag (Brazil)
GBM de Dominican Republic
GBM de Nicaragua
GBM de Panama
Golden Cross (Brazil)
Graebel Van Lines, Inc.
Grupo Azteca (Mexico)
Hearing Technology, Inc.
Hostal Restaurants - Hotels (Mexico)
Hyau Hotels (Singapore)
Indiana Farm Bureau Cooperative
Industrial Fundidora Valsi (Mexico)
Kay-Bee Toy and Hobby
Israel Postal Authority
Maryview Health Corporation
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
Texas Restaurant Association
TTC of Israel
ULACIT (Costa Rica & Panama)
Universidad Panamericana (Mexico)
|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.
President & CEO
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.
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
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
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
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."
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."
Israel Postal Authority
"Your conference was perfect."
Martha Prado de Gatierrez
Director of Development of Human Resources
"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