SQI letter to Corporate Executives

Dear Executive: Have you found that your customers are more demanding than ever? All programs are available on a flash drive. And yet, service worldwide seems to be getting worse. Companies spend most of their dollars to attract new customers–and virtually nothing to keep them. When you partner with Service Quality Institute, our programs will help you keep customers! High-value, maximum-impact customer retention demands that you help employees understand the value of keeping the customer and how they can contribute to the process. Next you must give them the skills to succeed. Our expertise can help: For over the last 45 years, Service Quality Institute has been the global leader in helping organizations keep customers and building market share. Our clients also learn how to improve the performance of their entire workforce so they can develop a culture of delivering superior customer service. We are an international business with over 30 products in 12 languages, and many online. SQI spends hundreds of thousands of dollars each year to release new programs and upgrade present ones. The latest one is SMILE. Our channel partners are in over 40 countries. Our focus and core competence is changing attitudes and behaviors in order to build a service culture with our “all-you-can-eat 3 year service culture buffet.” This requires commitment, time and some money. Building world-class service and a service culture demands that you keep employees motivated and trained continually. One-shot progress produces one-shot results. This means you need to introduce a new training program every four to six months to avoid the downturns. Our experience shows that it should be new, and different, and it must reinforce the message learned in the previous program to be effective and hold their interest. You can measurably increase performance in 16 areas of your organization (see page 4), through an ongoing series of programs for just a few dollars per year, per employee, with our three-year service culture plan. Invest in your company’s one asset where you can get the greatest return on the dollar: Your employees. Sincerely, John Tschohl President PS: Take action now