Creating a Service Culture

Competition is tough, price and feature are often easily matched, and customers are more demanding than ever before. Superior customer service is the most cost effective way of growing your business. We will help you keep customers, build market share and improve the performance of the entire work force with a superior customer service strategy.

Approaching customer service training once every five years with a brand-new system, and hoping that this is the system that finally sticks, isn't the answer. A culture of customer service is an essential business investment. There is a direct connection between customer service quality - or lack of quality - and money made or lost. Forrester reports that 80% of companies feel they deliver superior customer service but in reality only 8% of customers are extremely satisfied with the service companies give them. There's a huge disconnect between companies self-perception, and the reality facing customers. Where do you rank? Join the discussion.

Episode Segments:

A Sharpe Outlook: Creating a Service Culture with John Tschohl Tschohl is dynamic, hard hitting, and inspirational. His books are especially recognized and highly esteemed by senior executives as the most powerful must-reads in organizational growth through service strategy. As the creator of the world's first customer service training program over 33 years ago, he is the recognized authority on the subject.
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Links to Related Websites:

SQI Worldwide Conference The purpose of the conference is to learn from successful organisations that have been driving service culture within their company.

Guest(s) Appearing on this Episode

John Tschohl For the last 31 years John Tschohl has solely focused on helping organizations drive a service culture and create a customer experience through his technology that is built on practicality, simplicity and common sense. With his focus on empowerment and the power of the social media, Tschohl has the ability to passionately communicate the power of the service strategy to top executives and their workforce. John’s technology and books are in 11 languages, represented in over 45 countries, and 90 percent of Service Quality Institute’s business is international. Tschohl has authored several books that are recognized and highly esteemed by senior executives as the most powerful must-reads in Customer Service. His message is based on common sense built around his 41 years as a conference speaker, designer of training programs and developing a high performance workforce. John Tschohl is known by some as the “Guru of Customer Service” as stated by USA Today, Time and Entrepreneur Magazines. He has been featured on Good Morning America, CNBC and PBS. John has authored 6 best sellers. John's Website