Published Articles
2017
December
Avoid Speed Trap Policies
VDTA News
Avoid Speed Trap Policies
SDTA News
Avoid Speed Trap Policies
The Customer
Don’t Listen So You Can Talk, Listen So You Can Learn
The Customer
If You Can’t Say Something Nice About Customer Service…Complain!
The Customer
Using Others’ Talents to Accomplish Your Vision
Retail Observer
Giving It Your Best Shot
Call Center Times
November
Giving It Your Best Shot
Call Center Times
Avoid Speed Trap Policies
Today’s Restaurant
Don’t Listen So You Can Talk, Listen So You Can Learn
VDTA News
Don’t Listen So You Can Talk, Listen So You Can Learn
SDTA News
Hard Work
VDTA News
Empowerment…Your Most Valuable Tool
VDTA News
Hard Work
American Fastener Journal
Standing Still Can Kill Your Business: The Importance of Ongoing Training
American Fastener Journal
Hard Work
SDTA News
Don’t Listen so You Can Talk, Listen so You Can Learn
The Dealer Channel Improvement Center
Harnessing the Talent of the Future
Agency Sales
In a Thriving Business, Customers Are Not Optional!
Retail Observer
October
Don’t Listen So You Can Talk, Listen So You Can Learn
Dealer Communicator
From Average To Awesome
Retail Observer
September
Customer Service with Passion and Principles
Africa Print Journal
When You have to Say “You’re Fired”
Retail Observer
August
If You Can’t Say Something Nice About Customer Service…COMPLAIN!
Call Center Times
Standing Still Can Kill Your Business…The Importance of Ongoing Training!
American Fastener Journal
Take Vow to Wow
The Customer
Disruptive Service Today, is Tomorrow’s Competitive Advantage
Retail Details
July
The Power of Empowerment
Retail Details
Standing Still Can Kill Your Business…The Importance of Ongoing Training!
VDTA News
The Importance of Continuous Training
Agency Sales
Standing Still Can Kill Your Business
Training and Development Essentials
Should You Fire 10% of Your Employees?
Retail Observer
Turn Complaints Around: When things go wrong, listen to your customer
Today’s Trucking
The Importance of Ongoing Training!
Retail Details
Standing Still Can Kill Your Business…The Importance of Ongoing Training!
Call Center Times
June
How to Increase the Value of Your Company by 25 Percent
The Retail Observer
Agency Sales – Not Fault Problem
Agency sales
VDTA – Flooring- Want Answers
VDTA News
May
Hard Work
Call Center Times
Standing Still Can Kill Your Business The Importance of Ongoing Training
Africa Print Journal
April
How to handle an Irate Customer
The Retail Observer
Джон Шоул, гуру сервиса: Бизнес и государство мало инвестируют в людей
Forbes
Take a Vow to Wow
VDTA News
Take a Vow to Wow
SDTA News
Your Best Bet for Success…Hire the Right People
Agency Sales
You Want Answers? Ask!
Call Center Times
March
Take a Vow to Wow!
Dealer Channel Improvement Center
Get rid of security guards, those robots at the entrance to your hotel or restaurant [Russian]
Hospitality Marketing
Take a Vow to Wow!
Call Center Times
February
Disruptive Service Today is Tomorrow’s Competitive Advantage
American Fastener Journal
Overt Operations…How to Beat Your Competitors
HR.com
Empowerment is Bending the Rules
Dealer Communicator
Overt Operations…How to Beat Your Competitors
Biz India
Your Best Bet For Success: Hire the Right People
Dealer Communicator
January
Overt Operations…How to Beat Your Competitors
Call Center Times
Your Best Bet For Success: Hire the Right People
HR.com
Your Best Bet For Success: Hire the Right People [Russian]
Hospitality Magazine
Customer Service Hell is Spelled – IVR
Agency Sales
Empowerment is Bending the Rules
VDTA Flooring
Empowerment Isn’t About Breaking But Bending Rules
Sales and Service Excellence
Hire the Right People
ABA Banking
Your Best Bet For Success…Hire the Right People
Call Center Times
2016
Using Others’ Talents to Accomplish Your Vision
Agency Sales
Taking the Sting out of Criticism: How to Do it?
HR.com
It May Not be Your Fault, But It is Your Problem
VDTA Flooring
It May Not be Your Fault, But It is Your Problem
SDTA News
How to Take the Sting Out of Criticism: How to Do it?
Today’s Restaurant
How to Take the Sting Out of Criticism: How to Do it?
ABA Banking
Customer Service Hell is Spelled…IVR!
HR.com
Know How to Rock The Boat
The Retail Observer
OVERRATED
Star Tribune
How Do You Create a Service Culture
Dealer Channel Improvement Center
#13 Productivity Tips For Customer Service Professionals
CXService360
The Most Reliable Way To Grow Your Business
Retail Observer
How to Increase the Value of Your Company by 25%
Vacuum Dealers Trade Association
Using Others’ Talents to Accomplish Your Vision
Vacuum Dealers Trade Association
How to Increase the Value of Your Company by 25%
Sewing Dealers Trade Association
Using Others’ Talents to Accomplish Your Vision
Sewing Dealers Trade Association
Disruptive Service Today Is Tomorrow’s Competitive Advantage
Agency Sales
When You Have To Say “You’re Fired”
American Fastener
It May Not Be Your Fault, But It Is Your Problem
Dealer Communicator
It’s Not Your Fault; It’s Your Problem
ABA Bank Marketing
What’s Your Favorite Non-Bank Brand?
ABA Bank Marketing
It May Not Be Your Fault, But It Is Your Problem
Call Center Times
What Do Consumers Want? Not What They Say They Want
Star Tribune
Why Customer Satisfaction Surveys Fail
Agency Sales
How Do You Create a Service Culture?
VDTA News
How Do You Create a Service Culture?
SDTA News
Leveraging the Talent Around You
CBS Insight
Leveraging the Talent Around You
ABA Marketing
When You Have to Say, “You’re Fired!”
AQUA
What Customer Satisfaction Surveys Backfire
VDTA SDTA News
How to Switch Off an Irate Customer
VDTA SDTA News
How to Increase the Value of Your Company by 25%
Today’s Restaraunt
How to Switch Off an Irate Customer
VDTA SDTA News
The Need For Speed
Agency Sales
The Name Game
Agency Sales
From Average to Awesome
Call Center Times
When The Going Gets Tough
Retail Observer
How to Switch Off an Irate Customer
Agency Sales
From Average to Awesome
Call Center Times
When You Have To Say, “You’re Fired!”
Call Center Times
Customer Service can be Worth Millions in Annual Revenue
The Retail Observer
Disruptive Service Today is…Tomorrow’s Competitive Advantage
BizIndia
Disruptive Service Today is…Tomorrow’s Competitive Advantage
Call Center Times
How to Increase the Value of Your Business: A Real Game Changer
BizIndia
Breaking the Golden Rule
Dealer Communicator
What Banks Can Learn from Home Depot
ABA Bank Marketing
How to Increase the Value of Your Company by 25%
Call Center Times
Learning The Hard Way
The Retail Observer
How to Switch Off an Irate Customer
Call Center Times
The Golden Rule of Efficiency
HR.com
How To Switch Off An Irate Customer?
HR.com
Coaching For Success = Profit
Retail Observer
Six Ways To Calm An Angry Customer
Travel Market Report
How to Defuse an Irate Customer
ABA Bank Marketing
Name-Calling: Great for Business!
Retail Details
How to Switch Off an Irate Customer
Best Practice in Sales and Marketing
Good Values Make Business Sense
The Retail Observer
Names You Want to Remember
ABA Bank Marketing
Customers Will Remember Your Business If You Can Remember Their Names
The Call Center Times
How Do They Do It, Year After Year?
Retail Observer
Building Rapport With Your Customers
Sales and Service Excellence
Building Rapport With Your Customers
The Call Center Times
Golden Rule of Efficiency
The Call Center Times
Свидание вслепую: как понравиться новому клиенту
HR-tv.ru
The 86 Percent
The Paint Dealer
Make Every Week Customer Service Week
The Retail Observer
7 Ways to Better Serve Customers
Aba Bank Marketing
12 razones por las que falla la capacitacion a los colaboradores
Revista Capacitando
Как Amazon обошел любимчика публики – компанию Apple
HR-tv.ru
Building Rapport with Your Customers
Finance Review
Plus Consultores
Players of Life
Customer Service Gurus: Catching Up With John Tschohl
Customer Service Guru
Делегируй и езжай отдыхать спокойно (PDF)
HR-tv.ru
Сервис это как любовь, должен быть всерьез и надолго (PDF)
HR-tv.ru
Секрет, который знают виртуозы сервиса (PDF)
HR-tv.ru
2015
Удивляйте клиентов (PDF)
HR-tv.ru
Customer Service of Black Friday – Is There Any?(Audio)
Seize the day
The Importance of the “Little Things” (PDF)
Retail Observer
Know How to Rock the Boat (PDF)
Global Banking and Finance Review
Сервис – это как любовь, должен быть всерьез и надолго (PDF)
HR-tv.ru
Делегируй и езжай отдыхать спокойно (PDF)
HR-tv.ru
In the Customer’s Shoes (PDF)
Call Center Times
How Do They Do It (PDF)
Agency Sales
Take the Proactive Approach to Service (PDF)
Call Center Times
Know how to Rock the Boat (PDF)
Call Center Times
Move Lost Customers Into the Profit Zone (PDF)
Retail Observer
6 Principles of Customer Service (PDF)
Multi-Unit Franchisee
Skillfull Complaining (Motivating)
The Retail Observer
When the Going Gets Tough (PDF)
Call Center Times
The Importance of the “Little Things” (PDF)
Agency Sales
Customer Experience Can Be Worth Millions In Annual Revenue (PDF)
Call Center Times
Coaching For Success = More Profit (PDF)
Call Center Times
Focus, Focus, Focus (PDF)
The Retail Observer
The Meaning of Life and Customer Service (PDF)
Excellence Reporter
Learning From the Good and the Bad Organizations (PDF)
Agency Sales
Good Value Makes Good Business Sense (PDF)
Call Center Times
Take the Proactive Approach to Service – and Build Your Profits (PDF)
Retail Observer
How Do They Do It… Year After Year? (PDF)
Biz India
Focus, Focus, Focus (PDF)
Agency Sales
ИСКУССТВО КОМПЕНСАЦИИ (PDF)
Forbes Ukraine
Сервисное поле битвы казахстанских банков (PDF)
Forbes Kazahstan
Who Does Your Customer Think You Are? (PDF)
The Retail Observer
Make Every Week Customer Service Week (PDF)
Call Center Times
Service Recovery… Handling the Screw-up (PDF)
The Retail Observer
The Battle For Customers (PDF)
Call Center Times
Becoming A Brand Your Customers Fall In Love With (PDF)
The Retail Observer
The Importance of “The Little Things” (PDF)
Call Center Times
The Importance of “The Little Things” (PDF)
Complaining Customers Are The Best Motivators (PDF)
The Wise Marketer
Move Customers Into The Profit Zone (PDF)
Call Center Times
Focus, Focus, Focus (PDF)
Call Center Times
Джон Шоул: Приговор казахстанскому сервису (Russian)
Forbes Kazakhstan
Effective Leadership vs. Management
The Retail Observer
Focus, Focus, Focus
Call Center Times
Being Proactive — Internally Customer Driven
Call Center Times
What’s Your Definition of Service?
The Retail Observer
LS Kazakhstan with John Tschohl (Russian)
Refuse To Be A Bystander-Take Action And Move Up
The Retail Observer
Service Recovery…Handling the Screw-Up
Call Center Times
Run Circles Around Your Competition in 2015
Call Center Times