In The Media
August 2015
- Coaching For Success = More Profit - Call Center Times (PDF)
- The Meaning of Life and Customer Service - Excellence Reporter (PDF)
- Learning From the Good and the Bad Organizations - Agency Sales (PDF)
- Good Value Makes Good Business Sense - Call Center Times (PDF)
- Take the Proactive Approach to Service - and Build Your Profits - Retail Observer (PDF)
- How Do They Do It... Year After Year? - Biz India (PDF)
April 2015
- The Importance of "The Little Things" - Call Center Times (PDF)
- The Importance of “The Little Things” (PDF)
- Complaining Customers Are The Best Motivators - The Wise Marketer (PDF)
- Move Customers Into The Profit Zone - Call Center Times (PDF)
- Focus, Focus, Focus - Call Center Times (PDF)
- Джон Шоул: Приговор казахстанскому сервису - Forbes Kazakhstan (Russian)
- Effective Leadership vs. Management - The Retail Observer (PDF)
November 2014
- Black Friday and Your Employees - Small Business Opportunities (PDF)
- Retailers Cater To Holiday Shoppers, Deliver Top Service - news.investors.com (PDF)
- The Gift That Keeps On Giving - The Retail Observer
- Effective Leadership Vs Management - Design.hr.com
- Guest Editor's Note - Design.hr.com
- Breaking the Golden Rule - Call Center Times
August 2014
March 2014
- 7-Eleven CEO Stresses Customer Service - KDHnews
- 12 Reasons Why Employee Training Fails - Happi
- Vail Resorts: The Ultimate Customer Service Experience - Call Center Times (PDF)
- Get results from your complaints - The Buffalo News
- How to Take a Customer from Hell to Heaven in 60 Seconds Or Less - Retail Observer (Appeared in 251 Publications) (PDF)
October 2013
- Are You A Great Manager? - Aqua Magazine
- Superior Service - Sales and Service Excellence Essentials (PDF)
- Want to Dominate Your Competitors? Focus on a Customer Service Strategy - Retail Observer
- Is Customer Service Experience Your Top Priority? - Power Sports Business
- Tanzania Society of Travel Agents Organizes Training - Global Travel Industry News
- Customer Service is Everyone's Job - Boston Business Journal
- Welcome Aboard - Ethiopian Airlines
May 2013
- "Pool-Ups" Strenghten Sales, Upsell Every Customer In Your Pool Store - Aqua (PDF)
- Retail Banking Employees Can Move Up to Better Jobs, Says Customer Service Expert John Tschohl (PDF)
- Interview on IndyStyle.tv
- Who Are Your Customers? You must know to serve them well. - Service Excellence (PDF)
- Retail Banking Employees Can Move Up to Better Jobs, Says Customer Service Expert John Tschohl
- Build Your Dream Team. Educate, Motivate, Stimulate, Evaluate, and Terminate
- Who Are Your Customers? If You Don't Know, How Can You Serve Them?
- Moving to Another City: How to Avoid Negativity -Planeta HR (Russia)
- Book Review - Empowerment: A Way of Life - Biz India
April 2013
- Build Your Dream Team. Educate, Motivate, Stimulate, Evaluate, and Terminate - Auto Success (PDF)
- Who Are Your Customers?
- Moving Up. Take Control and Get Out of That Rut!
- Moving Up. Get out of that Rut (Personal Excellence PDF)
- Delovaya Afisha-Interview with John Tschohl (Russia)
- Birzha Interview with John Tschohl (Russia)
- Unhappy Customers Are Like A Bomb, Megapolis (Kazakhstan)
- Human Resources Management Interview with John Tschohl (cover story)(Russia)
- St. Petersburg In Your Pocket Interview with John Tschohl (Russia)
- HeadHunter (Russia)
- Planeta HR: Safety and Time Issues Cannot Be Solved By Prohibiting
March 2013
- Co-workers are customers too: Provide Them with the Best Service Possible
- Who Are Your Customers? - If You Don't Know, How Can You Serve Them?
- Harvey Mackay: Service is key to business success (Published in 52 Newspapers)
- Harvey Mackey Article, Des Moines Register (PDF)
- Forbes Magazine (PDF)
- Don't Expect Miracles From Advertising UBR (Ukraine)
- Customer Services Leads to Leadership VOX Business (Kazakhstan)
- Vox Business English Translation
- Fire Everybody! Forbes Kazakhstan
January 2013
- Call Center Times - How Do You Impact Your Employees and Their Productivity?
- The Retail Observer - How Do You Rate? How You Impact Your Employees and Their Productivity
- Call Center Times - Masters of the Customer Experience: What Kind of Value Do You Provide Your Customers?
- Sales and Service Excellence - How Do You Rate? How Do You Impact Productivity?
November 2012
- The Retail Observer: Follow the Leader - and Leave the Rest of the Pack Behind
- Call Center Times: Follow the Leader - and Leave the Rest of the Pack Behind
- Fox Business: Empower Employees to Be Decision-Makers
- 4 Hoteliers: The Real Story Behind Superior Service
- TV Interview in Ekaterinburg, Russia: Гуру сервиса
August 2012
- The Retail Observer: Make A Wrong Right: How to Handle Irate Internal Customers
- Sales and Service Excellence: Walk in Customers' Shoes - Are you easy to do business with? (see page 16)
- InsuranceQuotes.com: Insurance Industry Earns High Marks for Customer Service
- Floor Care Professional: Doing More With Less - Motivating Employees To Be More Productive
- Cable en linea: Proque todos somos Clientes
April 2012
- The Self Employed.com: How To Handle Irate Customers And Win Them Over For Life
- The Retail Observer: Partnering With Your Customers
- CNN Money: 7 Secrets To Super Customer Service
- Bankrate.com: How Banks Can Keep Customers Happy
- Forbes: Costa and Carnival Try To Put Out PR Fires
- USA Today: Indignities of Travel: Fliers Recount Humiliating Incidents