This is a recommended three and a half year plan.  Phase sequence will be tailored to your environment.  Every six months the next phase should be kicked off.  We recommend 12 months between BAD and GOOD Idea Campaigns for maximum impact.

If money is a concern, start with the BAD cost reduction campaign and use some of the savings to fund the entire three and a half year plan.  It's low risk and inexpensive.

We have pricing for a service culture plan that includes unlimited use of our training programs, all Train the Trainer sessions, all facilitation when needed and a free John Tschohl Strategic Customer Service Seminar when 2500 or more are signed up. Shipping, John Tschohl books Cashing In, e-Service and The Customer is Boss, customization and personalization fees are not included. The price starts at $97 per person each year for 3 years for 100-499 employees and goes down to $32 per person for 10,000 or more employees. There is no charge for employee turnover. It is like a buffet. You can use any of our programs as much as you want, as fast as you want and in any order.

Customer Service

1. LET (Leading Empowered Teams) - Two-day seminar designed to get management emotionally committed to exceptional service and trained to reinforce empowered action and improve performance.  Focus is on empowerment, team building, coaching, feedback and strategic positioning.
2. FEELINGS - An effective video based driven learning system with user friendly facilitator guide, videos, DVD's or CD's and and participant material. Implemented in three sessions of two to four hours each. Designed to change attitudes and behaviors. It teaches the skills of customer service and builds people from within by improving their self worth and self esteem.
3. BAD Campaign (Buck-A-Day) - A 30-day idea campaign designed to eliminate waste and reduce costs.  The campaigns are uncomplicated, involve the line staff, easy to implement and arouse interest because they use recognition and are designed to be fun.
4. Loyal For Life - A three-four hour service recovery and empowerment program designed to teach employees how to bring a customer from hell to heaven in 60 seconds.
5. Exceptional Service - A four-hour program designed to get employees to provide exceptional service not just good service.  Personnel will learn how to identify customer service opportunities - inside and outside the organization - as well as how to capitalize on each opportunity to maximize profit.
6. GOOD Idea Campaign - A 30-day campaign that puts focus on quality and customer satisfaction.  An exciting event that gets widespread employee participation-built on the premise that people closest to problems frequently have worthwhile ideas.  Offers a refreshing change of pace from the normal work routine.
7. Service First Video Library - Twelve videos, DVD's, CD's or VCD's that teach that teach the skills needed to demonstrate quality customer service at the front line.  The programs are designed to improve moral and interpersonal communication and reduce complaints.
8. BAD is Back - A second year campaign following the one month BAD campaign.  This campaign focuses on getting the employees to look not only for cost reduction, but productivity improvement as well.

Develop a Culture to Achieve

Customer Satisfaction

Having a good customer service and customer satisfaction requires the commitment of management, supervisors and front-line employees to create and maintain a strong business philosophy.  These are all influential factors of any business.  Mastering these aspects means becoming more competitive in the marketplace today.