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New Programs and Upgrades of our Customer Service Programs

Service Quality Institute is spending a lot of money and time upgrading our programs, so you have the best material in the world to use.

Leading Empowered Team for An Awesome Customer Experience

I have spent the last several months upgrading the two-day seminar. The focus is on Empowerment, Coaching & Feedback, Teamwork, and How to Create a Better Customer Experience. Pat Porras, our top trainer who does our Certification Seminars helped me with the updates. Most clients prefer SQI channel partners facilitate. Reach out to Carmen Velasco for Latin America at and John Tschohl at for our Certified Trainers.


This is a new one-session program that covers the first impression. In Minnesota, where I live, most people smile. This does not happen across the world. We started production on Smile on August 2. I will have the first drafts of the new participant book and video script in mid-October. Our expected release date is January 2023. We have to script the participant book, video, leader guide, and support materials and then hire the talent, film the video and edit it. The design is another critical element.  Finally, we have to go to print and duplication. It is like building a new plane from scratch in 5 months. We then have to put the program into Spanish, Russian, Greek, Bulgarian, Chinese, Azerbaijan, Georgian, German and Indonesian. All of our programs are instructionally designed so a person on your staff can easily facilitate Smile.

Anyone ordering the 3-year service culture plan before December 31, 2022, will receive Smile for FREE as part of their Service Culture plan. With the 3-year service culture plan, you get 3 new programs a year for 3 years. For 100 -499 employees, the per-person fee is only $127 a year. It includes the facilitation of Leading Empowered Teams for An Awesome Customer Experience and Coaching for Success plus free Train the Trainer seminars, facilitator, and participant material. The price goes down to $41 a person for volume. This is 3 programs a year. We discount pricing by over 50%.

Empowerment: A Way of Life

The video has been updated! You will love it. Is available now in English, Spanish and Russian. The leader’s guide and participant material are the same. There is a 14-minute demo on our website in English, Spanish, and Russian. It now looks like the video was filmed yesterday. Very current. The video is in the upper right-hand corner of the link. Empowerment: A Way of Life is implemented in 2 sessions of 2-3 hours each and 3-4 hours in developing countries.

Empowerment is the most difficult skill to teach employees. You will never be a service leader without empowerment. It takes 2 miracles at one time to get an employee to spend $10. Most employees fear they will be fired if they make an empowered decision. There are too many weird things that happen each day that employees need to make fast decisions on behalf of the customer to keep them happy. The goal for every organization should be to have over happy customers. If this happens, you don’t need to worry about the competition. I estimate that 80% of all empowered decisions cost less than $25, and many have zero cost. Most employees love and worship rules, policies, and procedures. I have never met a CEO who did not believe in Empowerment. Companies spend a fortune on marketing of which 50% is wasted. No one knows which half. Now, you have an employee talking to a customer in person, on the phone, or Internet. They have a choice. Keep the customer or say Good By. Empowerment is very powerful but has to happen with your front-line employee who has 99% of the customer contact.


This video has also been upgraded. You can view the first 15 minutes of the video. We will have the Spanish and Russian videos ready by the middle of September. The leader’s guide and participant material are the same. The video is in the upper right-hand corner of the link. Speed is implemented in 2 sessions of 2-3 hours each and 3-4 hours in developing countries.

Speed to me means how do you shrink the time by 90% or more. To go from 12 days to 11 days is not speed. To go from 12 days to 6 hours is speed. We have several problems with Speed. First, the mindset of employees is slow. There is no empowerment. Then company policies and procedures further slow everything down. If an employee has 4 days to complete a task, they wait until the 4th day, and then they say I didn’t know there would be traffic today or that it would rain or snow. Amazon built a business around Speed. Why not train your entire staff on Speed and become another Amazon?

Loyal for Life/Service Recovery

This is the next video we will be working on. This is a one-session program. View more details. On our website, you can view each program part of the video, leader guide, participant book, technique card, and certificate. Every organization makes mistakes. Most employees lie and run for cover when there is a problem. We teach 4 skills that every employee should master.

  1. Act Quickly
  2. Take Responsibility
  3. Be Empowered
  4. Compensate

I also have a book called Loyal for Life.

Feelings Retail Service

This video will be updated after Loyal for Life. Feelings is our flagship program. It is magic.

If you want to better understand our technology, view this link on our website. Training Problem and SQI Solutions.