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Create Loyal Customers with Service Recovery

Hi I’m John Tschohl, president of Service Quality Institute. I’d like to talk to you about a program I have called “Loyal for Life.” It’s a one session program implemented in one session of 3 to 4 hours each. It teaches service recovery. I believe that in your business and my business every day, or … Read more

We’ve Got Friends in High Places

Ethiopian Airlines and Customer Service in Ethiopia I have just spent several days in Ethiopia with our service culture client and Worldwide Customer Service Leader for 2013… Tewolde Gebremariam, CEO of Ethiopian Airlines. Mr. Gebremariam has been the recipient of the 2013 “GOLD Level Boeing Performance Excellence Award”,  “2013 Planet Africa Professional Excellence Award”, “Airline Strategy … Read more

Improve Customer Service Now

Hi, I am John Tschohl. I’d like to talk about how we can improve customer service in your organization. I think there are a variety of steps that we need to do that absolutely work. Number one, we need to understand this is a strategy. You need to convince top management and leadership in your … Read more