I was recently asked to write an article for an online publication called the Call Center Times. Call centers, perhaps above all other industries, must strive to provide exceptional customer service because they only get a few minutes of non face-to-face interaction with the customer–who is often angry to begin with. Luckily, there are a [...]

The story goes…
“No good deed goes unpunished. That’s what Heidi Heise, a Subway sandwich employee in Canada, discovered after she gave a free Footlong to two neighbors whose apartment complex had just burned down, leaving them without food or money. Her good deed was caught on camera and the owner of the franchise immediately fired [...]

I visited Baker’s Square in Brooklyn Park yesterday and received some of the best service that I’ve ever had at a chain restaurant. My waiter’s name was Josh. He called me, “Sir.” He brought my coffee immediately and gave me a glass of ice water, “In case the coffee makes me thirsty.” He briefed me [...]

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.

Service Quality Institute’s Certified Customer Service Leader (CCSL) and Certfied Customer Service Trainer (CCST) Certification Seminars were again a resounding success!

Experts have a thing or two to say about the landscape industry’s practices when it comes to customer service…and you’re not going to like it. But hopefully, you’ll learn from it.

Certified Customer Service Trainer Graduation and Reception at John Tschohl’s House, May 16, 2009

In Less than 24 Hours - John Tschohl and Skye Bank