About
Service Quality Institute was founded in 1972 by John Tschohl, President, who has been called the “Guru of Customer Service” by USA Today, Time, and Entreprenuer magazines. Tschohl has been featured on Good Morning America, CNBC, PBS, and countless radio staions from every corner of the world. John’s technology and books are written in 11 languages, represented in 40 countries, and 90% of Service Quality Institute’s business is international. In 1979, long before quality and customer service became a hot topic, Tschohl developed the world’s first customer service training program, Feelings, which was designed to help organizations provide superior customer service. Feelings has since been updated numerous times.
The company started with one program, three audio tapes, a user-friendly leader guide, and a 128 page participant book. Currently, Service Quality Institute has offices in over 40 Countries and our Customer Service Training Programs are available in 11 languages.
Dear John,
I am a psychologist and author of The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships and Enhance Self-Esteem. The book is the first to examine our complaining psychology, its impact on how we complain as consumers (as well as in our relationships) and our interactions with the customer service industry. The Squeaky Wheel has also sold to numerous foreign territories for translation such as France, China and Taiwan.
As a reader of your blog (needless to say I loved “Keep Those Complaints Coming” as I stongly give that message in my book) I wanted to let you know about the book as it was just published. If you think your readers might be interested in any of the topics below, I would be happy to do a Q & A (As an example of a topic, I recently wrote an article for Customer Service Manager titled, The 3 Things Complaining Customers Fear Most: http://customerservicemanager.com/the-3-things-complaining-customers-fear-most.htm). Some of the other topics I discuss:
The psychology of the complaining customer
Customer service as dialogue
The psychology of customer loyalty
The psychology of service recoveries
Managing customer hostility
What customers today expect from customer service
The impact of Twitter and Facebook on customer service
The impact of caller hostility on contact center employees
Customer delight
For your convenience I am including a link to the book’s site on Amazon. It comes in hardcover, audiobook/CD (also available on audible.com and iTunes) and eBook formats.
Best wishes,
Guy Winch Ph.D.
New York, NY