Service Quality Institute
JULY 12, 2022
I have never figured out why so few firms deliver great service. In 1979 I wrote the world’s first customer service program because customer service was awful. Customer service probably is worse today than when I started. All firms in the US believe they deliver great service.
Service Quality Institute
JUNE 7, 2023
Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Most owners of businesses believe they already have great service. Worthless.
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Service Quality Institute
SEPTEMBER 8, 2022
In Minnesota, where I live, most people smile. The post New Programs and Upgrades of our Customer Service Programs appeared first on Service Quality Institute. Reach out to Carmen Velasco for Latin America at Carmen@servicequality.com and John Tschohl at john@servicequality.com for our Certified Trainers. It is magic.
Service Quality Institute
DECEMBER 13, 2023
In 1980 I released Feelings the world’s first customer service program based on a very simple concept. When you treat a customer like a king or queen they come back, spend more with you, and bring their friends. This is the foundation of great customer service. Everyone must be trained in customer service.
Heart of the Customer
OCTOBER 8, 2014
They have televisions throughout their offices, and for this day they focused exclusively on customer experience topics. Because this is also Customer Service week, the rest of the week they are focusing on service, with numerous activities designed to engage and recognize employees who work in Operations, including in the Call Center.
Service Quality Institute
DECEMBER 7, 2022
They want all their employees to be Customers Oriented, Not Task Oriented. We then trained 50 selected leaders to facilitate 3 of our customer service programs. Empowerment, Speed and Loyal for Life (Service Recovery). Michael Yared, Vice President of Customer Service. Mesfin Tasew, CEO. His photo is below.
Service Quality Institute
OCTOBER 11, 2023
This Richfield Minnesota store is their flagship store about four blocks from the corporate headquarters. Their mistake is they spent NO money training their staff on how to handle customers or how to deliver great customer service. I think customer service is maybe worse today.
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