Achieving Excellence Through Customer Service
Creating A "Wow" Customer Service Experience
Moving Up
Speed
Empowerment: A Way Of Life
Strategies For Customer Service
Loyal For Life
Ca$hing In
Customer Service In A Social Economy
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John Tschohl always customizes his presentation to your specific industry and individual needs. Presentation titles can be tailored for your organization.
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Services
Achieving Excellence through Customer Service
English
Russian
Spanish
Creating a "WOW" Customer Service Experience
English
Russian
Spanish
Moving Up
English
Russian
Spanish
Speed
English
Russian
Spanish
Empowerment a Way of Life
English
Russian
Spanish
Strategies for Customer Service
English
Russian
Spanish
Loyal for Life
English
Russian
Spanish
Ca$hing In
English
Russian
Spanish
Customer Service in a Social Economy
English
Russian
Spanish
Great Customer Service & CX Today is Driving Bottom Line Growth Tomorrow
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Achieving Excellence Through Customer Service
Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate.
One or Two Day Seminars
don't hire employees who hate customers
- Selecting the Very Best Employees
- Powerful Techniques on How to Motivate and Improve Morale
- Developing and Keeping High Performing Employees
- Terminating Non-Performing Employees
English
Russian
Spanish
The most important thing a company can do is value a customer’s time.
— John Tschohl
Creating A “Wow” Customer Service Experience
You must provide awesome, incredible service. In today’s social media world especially, service recovery puts the wow! into service and generates word-of-mouth advertising you couldn’t buy if you wanted to.
Half Day or One Day Seminar
steps to achieve financial results
- Creating Customer Friendly Systems, Policies, & Procedures
- Increasing Speed – Become Another Amazon
- Reducing Costs: Stupid Policies & Under Performing Employees
- Training Everyone on Customer Service Every 3-4 Months With a New Program
- Building a Leadership Team Focused on a Service Strategy
I believe that if you treat your customers and employees right, they will take your business to the top.
— John Tschohl
Moving Up
Moving Up employees create value for their organization. The indispensable employee is worth finding and keeping.
Half Day or One Day Seminar
self-confidence is power
- Indispensable extraordinary employees set goals and work tirelessly to achieve them
- Vague or hazy goas produce hazy results
- Moving Up is something you can do for yourself
Moving Up provides a blueprint for realizing your full potential and achieving success in your career.
— MARC BENIOFF Chairman and CEO, salesforce.com
Speed
As the world moves faster, people become more and more impatient. It is important then that your customer service be speedy. There is no other way. If your goal is to attract and retain customers, you must deliver service to customers fast.
One or Two Day Seminar
why speed works
- What is Speed
- Shrink the Time to Get Things Done by 90%
- All Customers Love Speed
Responding in a timely manner to a customer’s question or concern is not an option. It is a requirement.
— John Tschohl
Empowerment: A Way Of Life
Empowerment is all about having millions of over happy customers. It’s the ultimate in customer service. It is not about breaking the rules but bending them to keep customers happy.
Keynote, Half Day, or One Day Seminar
empowerment is marketing money
- Half Your Marketing Money Is Wasted
- Targeted Marketing Money
- Creating Over Happy Customers
- Word-Of-Mouth Advertising
Without empowerment, an organization will never be a service leader. Empowerment is the most critical skill an employee can master and a company can drive in order to lure and keep customers.
— John Tschohl
Strategies For Customer Service
A service strategy is critical in today’s global competitive marketplace. Organizations need to focus on creating a customer experience and need to see themselves as a service leader.
Two Day Seminar
customer service strategy
- A Strategy That Cannot and Will Not Be Copied
- Building a Brand Around Service
- Building Market Share and Market Dominance
It’s solving a customer’s problem or complaint and sending them out the door feeling like they have just done business with the greatest company on earth.
— John Tschohl
Loyal For Life
Every organization makes mistakes, blows it, or has customer misunderstandings. Service recovery can turn angry customers into customers who will be Logal for Life, all in just 60 seconds or less.
Half Day or One Day Seminar
The steps to service recovery
- Act Quickly
- Take Responsibility
- Be Empowered
- Compensate
When a customer has a problem, you must act quickly, take responsibility, be empowered, and compensate the customer. Do that and you will have a customer who will be loyal for life.
— John Tschohl
Ca$hing In
Cashing In demonstrates how far too often the lack of self-respect translates into poor customer service. Believe in yourself. Remove self imposed limitations. Master the art of customer service and service recovery. Self-confidence is power.
Half Day or One Day Seminar
how to be successful
- Attitude Determines Action
- Visualization – The Way You See Yourself Determines What You Do
- The Power of Self-Talk
- Improve Your Own Circumstances
Quality service is whatever customers think it is.
— John Tschohl
Customer Service In A Social Economy
Nobody wants dissatisfied customers. In today’s social media world, those customers now have greater influence over your company via comments, status updates, and tweets seen by thousands. Believe it or not, though, it is the perfect opportunity to use service recovery to convert those customers into over happy customers who will spread their praises about the customer service they experienced.
Keynote or One Day Seminar
the social economy
- Word-of-Mouth Speed of Lightning
- Facebook, Twitter, Google, Trip Advisor
- The New World Order
You must be where your customers are, and customers are on social media.