China is using Service Quality Institute to provide world class customer service in one of the largest training contracts every signed.

Motivating Employees is Crucial. Too many companies focus more on maintaining their equipment than they do on motivating their employees. Money is not a motivator. "There is little correlation between pay and performance."

Loyal for Life teaches employes how to take an unhappy customer from hell to heaven in 60 seconds or less. It is based on service recovery and empowerment. USA Today's cover story recently featured John Tschohl and this book.

The Internet will help you build and grow your business for less money. It levels the playing field for small business. It is a powerful marketing tool that can help you be another Amazon if you master e-Service. Service leaders have speed, technology and price built around service.

Lauch a successful career by working for a service leader. Learn how to solve problems, listen - really listen, handle complaints, practice empowerment, apoligize, make customers feel valued and develop a positive attitude.

All organizations make mistakes. How they respond to problems caused by themselves is what service recovery is all abouit. How do you make the customer whole so they go from hell to heaven in 60 seconds or less.

Eliminating cost is critical to all service role modeles. It is critical that employees be involved in ways tgo eliminate small savings each day if your organization is to succeed.

Empowerment is the backbone of customer service and very few firms understand how to use empowerment. Without empowerment no firm can become a service leader. Six major roadblocks are discussed that prevent empowerment from happening.

Managers learn effective ways to improve results and productivity throught employee motivation