February 25, 2010

Issue #211

In this Issue:
Toyota- Lost Its Focus on Quality and Customer Satisfaction
A Costly Fourth Quarter (2 cent miss) for Minnesota-Based Compellent Technologies - Stock Fell 25%

Links:
www.customer-service.com
Learn how to keep your customers and obtain new ones with our revolutionary programs!
www.JohnTSchohl.com
Have John T. Schohl be the keynote speaker at your next event!

Contact Us:
quality@servicequality.com
Tel: (952) 884-3311
9201 [...]

First Citizens Bank Trinidad & Tobago - A Customer Service Role Model
First Citizens Bank in Trinidad & Tobago, a SQI Service Culture Client in their 3rd year has received 3 major international awards in 2009. They have 1200employees. Larry Howai, CEO and Sharon Christopher, Deputy CEO and Executive Sponsor for their Service Excellence Programme understand [...]

Merry Christmas, Happy Holidays and Happy New Year
Costco A Customer Service Role Model Hit by Slow US Economy
As of December 2009 Costco Warehouses has 566 warehouses across the US, Canada, UK, Korea, Taiwan, Japan and Australia. Average sales per store is $131 million. Most retailers would be dead and gone to heaven to have sales like this [...]

SQI Newsletter #207
November 11, 2009
Recently I was in Aruba for a SITE conference as one of the featured speakers. SITE is an association of around 2100 members across the world focusing on incentive travel and motivation. Members from 30 countries participated.
www.siteglobal.com
I have been to most islands in the Caribbean. I was particularly impressed with Aruba. [...]

Remembering Names

The highest level of customer service is remembering and using a customers’ name. How often do the employees of your bank, dry cleaners, supermarket, gas station, or retail store remember you? How often do they use your name?  I suspect you could count on one hand the number of times an employee of your [...]

I asked if she could make an empowered decision. She said NO she would be fired. (Most employees do not want to get fired their first day on the job in slow economy.)

In 1979, I thought customer service was poor and decided to write a training program that organizations could use to train its employees on customer service. Back then the educational system had no classes or courses on customer service.

In March I had a few free days after my seminar in Botswana so I decided to go on another safari. My seminar in Zambia…

Do your employees feel good about themselves? Do they have a strong self worth and good self image or do personal problems pull them down? An employee who feels good about themselves will be more productive

I just finished my second safari with Wilderness Safari in Botswana. The previous safari was awesome.