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Service Quality Institute
Service Quality Institute is the global leader in helping organizations k..
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The biggest problem of many CEO’s is that they are not relentless when it comes to customer service. The exception to the rule is Tom ..read more

As we enter 2020 I wanted to share some ideas on how you can personally become a Rockstar and develop a team of Rock stars. Great ..read more

There any many doors a customer enters, and many people the customer interfaces with, when one person screws up it impacts the entire ..read more

Every organization makes mistakes. Things go wrong every day regardless of how good or committed you are. Service Recovery is how you ..read more

The backbone of great service is empowerment. My definition is for any employee to make a fast empowered decision on the spot in favor of ..read more
I have worked with Tom Raffio, of Northeast Delta Dental, since April 1990. Back then he and Dr. Bob Hunter implemented a radical ..read more

In 2017, Ping An, China’s second largest insurers and the biggest non-state-owned company by revenue, rolled out a “Superfast Onsite ..read more

Recently, Brook on my Leadership Management Team asked that I talk and write about this phenomenal company called…Chewy.  I am glad she ..read more

For over 30 years I have been reading the financial annual reports from Service Leaders. I find that some annual reports are full of smoke ..read more

I created the first customer service program called “Feelings” and released it in January of 1980. We have updated the program ..read more

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