John Tschohl, called the "guru of customer service" by Time and Entrepreneur magazines, is a best selling author and president of Service Quality Institute, the global leader in customer service.

For the last 22 years he has focused solely on helping organizations drive a service culture with his customer service seminars and develop a team of employees providing superior services. His message will help you learn how to keep your customers in an era of global merciless change and reinvent your company at a level of processes, policies, attitudes and business philosophy in order to deliver unlimited value and extraordinary service. He will help you develop a detailed and aggressive strategy to keep your customers and prevent them from defecting to your competition.

He is the author of Achieving Excellence Through Customer Service, the bible for organizations who want to learn how and why to implement a service strategy (3rd edition just released), e-Service: Speed, Technology & Price Built Around Service, Cashing In: Make More Money, Get A Promotion, Love Your Job, written for the high achiever within your work force, and The Customer Is Boss, a hard hitting book that teaches you how to get and demand good service.

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