• Keynote Presentation
This address will be tailored to
the individual needs of the client.
Any supporting documentation
the client provides will be used
to assist in preparation. The client
can expect customization, some
independent research, specific
handouts and possibly a site visit
to gain first-hand knowledge of
the operations if close to the Twin
Cities or an area John Tschohl is
visiting.
• There is no limit to the number of
participants in any presentation.
• Multiple dates and programs are
subject to discounted pricing.
• A confirmation deposit is required
at the time of contracting.
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Travel and Accommodations
We strive to keep travel costs to a minimum as a courtesy to our clients. Travel costs
are prorated between engagements whenever possible. First class or business class
airfare is requested on flights of two hours or more. Hotel reservations should be made
by the client, guaranteed for late arrival and billed to the master account for the event.
Confirmation should be sent to John Tschohl. Expenses billed to the client immediately
following the event will include airfare, ground transportation, related meals, and
other out-of-pocket expenses. On international trips we charge $100 to cover all the
miscellaneous expenses.
Program Materials
Basic handout materials, customized to
the client for reprinting, are provided at
no additional cost. Autographed copies
of John’s customer service books, Loyal
for Life, which focuses on service recovery
and empowerment, Achieving Excellence
Through Customer Service, which focuses
on how to drive a service strategy;
e-Service, based on speed, price, and
technology built around service; Cashing
In: Make More Money, Get A Promotion,
Love Your Job, which shows service
professionals how to make more money,
get a promotion, and love their job; The
Customer Is Boss, which helps consumers
challenge bad service; and FEELINGS,
which provides customer service skills for employees, are available to be purchased
in quantity by the organization or by the
individual attendees at the close of the
session. These practical books focus on
quality service skills and techniques that
can reinforce and expand the message
communicated during the presentation.
All books purchased before or at the event
will be autographed and often personally
inscribed.
Customer service training programs, either
generic or customized, are also available to
reinforce John’s strategic customer service
message. Service Quality Institute has over
32 different training tools that can be used
to build a service culture.
Follow-up
Audio and videotaping of John’s presentation should be discussed in advance. When
used properly, this can enhance an event and afford those who were unable to attend
the opportunity to become involved. Some of our clients have asked us to submit articles
for newsletters or publications preceding or following an event to build the momentum.
Post event questions and comments are welcome in our office by telephone or letter. All
attendees can be added to John’s free biweekly strategic customer service newsletter.
There is no limit. Can also be used to build attendance and interest. Chapter One of
Loyal for Life, e-Service or Achieving Excellence Through Customer Service can also be
emailed to attendees to build interest. We feel this follow-up service is an important
part of our service to our clients and participants. |