I am a Service Strategy Expert and help companies develop a detailed and aggressive strategy to keep customers and prevent them from defecting to your competition. At Service Quality Institute we have products that change attitudes and behaviors, teach leading edge customer service skills and improve employee morale and teamwork.

Our technology is designed to reduce travel costs by 95%, reduce the need for additional trainers and consultants by 95% and reduce the training time by 80%. When you develop the entire workforce the costs above prevent most organizations from developing the customer service skills of their entire workforce.

USA Today, Time and Entrepreneur Magazines have called me “the guru of customer service.” I am a best selling author and President of Service Quality Institute, the global leader in customer service.

For the last 44 years, I have solely focused on helping organizations drive a service culture. In January 1980 I released the world’s first customer service program called Feelings. I speak on service strategy and have the ability to emotionally communicate the power of customer service and empowerment. As a service strategist, I show firms how to crush the competition, rapidly build market share and build a legendary brand. I have influenced millions of business executives worldwide and have implemented our customer service programs with many Fortune 500 companies, like DHL, 3M, Kroger, and all branches of the US military. About 90% of our business is International.

Service Quality Institute has leading-edge products and books in a variety of languages you can use to change behaviors and attitudes, teach the skills of customer service and build employee morale and teamwork. All products are in English and Spanish. Many are in Russian, Chinese, French, Indonesian and Arabic.

Specialties: Customer Service, Service Strategy, Empowerment, Motivation & Service Recovery

Keynote Forum Hall 3
November 17, 2021