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

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

View All