Posted by Folashade Oba on
Mr. John Teschohl, America's leading customer service strategist, who is also the president and founder of the Service Quality Institute.....
Mr. John Teschohl, America's leading customer service strategist, who is also the president and founder of the Service Quality Institute (SQI) of America, the global leader in customer service, will be visiting Nigeria between August 26 and September 2. While in the country, Teschohl is expected to lead a two-day seminar entitled: ‘Strategies for Keeping Your Customers Loyal for Life'. The seminar, which is organised by Imperial Associates Nigeria Limited, will hold in Lagos between August 28 and 29.
Teschohl, who is known to be dynamic, hard-hitting, and inspirational, provides visionary leadership and helps participants in his seminars to create a customer focus, clear and visible values, in addition to strategies, systems and methods for achieving customer service excellence.
His works are documented in 11 languages, represented in more than 40 countries, while 60 per cent of SQI's business is international. Time and Entrepreneur magazines call him the ‘guru of customer service'. Over the last 25 years, he has solely focused on helping organisations around the world to drive a service culture and to develop a team of employees providing superior service.
His message helps organisations to re-invent themselves at a level of processes, policies, and business philosophy to deliver unlimited value and extraordinary service.
He partners organisations to develop a detailed and aggressive strategy that will help them keep their customers and prevent them from defecting to their competition.
Mr. Emma Onyilofor, managing director of Imperial Associates Limited, organisers of the programme, said the main purpose of the seminar is to spark off a customer service revolution in Nigeria.
Onyilofor, who noted that competition is getting tougher by the day; pressure increasing to reduce costs and prices, while customers are more demanding than ever before, said customer service continues to get worse, mainly because most companies treat their customers as irritants.
He said it is not uncommon to notice hostile employee attitudes or attitudes that say, "we could get a lot more work done in our company if we didn't have all these customers bothering us".
Onyilofor stressed that the army of dissatisfied customers is growing by the day even though ironically, huge investments are made every year on advertising to attract new ones with nothing being done to keep for them.
"The policies, processes, procedures and employees of the companies drive away customers," he said, adding, "this seminar is, therefore, aimed at helping business organisations in developing strategies for growing market share and profits through a focused customer service strategy."
Mr. Ayo Aransiola, executive director of Imperial Associates, also believes that the seminar will be of value to companies seeking to achieve market dominance through service leadership.