27 August 2012
AT THE “RIA-NOVOSTI” THERE TOOK PLACE A MASTER-CLASS OF JOHN TSCHOHL ON THE THEME “SERVICE. SALES. PROFIT. GROWTH IS GUARANTEED!”
John Tschohl is an American expert in the field of culture and service, the author of books and training programs. For more than 40 years he has been advising leading companies of the world on the introduction of service strategy. He graduated from University of St. Thomas in Minnesota. In 1979 he developed the first-ever program on training in customer relations for personnel. The founder and President of the company “Service Quality Institute”. More than 2 million persons in 40 countries of the world have been trained under his program. He is a member of the National Association of Professional Orators of the USA”.
Authoritative editions such as Time and Entrepreneur have awarded him a title “Guru of Service Culture”. John Tschohl is the author of books “Loyal for Life: How to Take Unhappy Customer from Hell to Heaven in 60 Seconds or Less”, “The First Class Service As a Competitive Advantage”.
John Tschohl is known as a guru of service culture. He has an absolutely unique view at client service. He considers the ability of a company to earn money depends on the impression which all the employees make on clients. This impression is made by the quality and efficiency of a product or a service which are sold by the company, the accuracy, reliability and speed of service and also client treatment.
On the basis of case studies John Tschohl proves that service is a strategy as powerful as marketing, and as effective as a high-quality product.