09.06.2008 At the Economic Forum in St. Petersburg business leaders spoke about customer service as a competitive edgeJohn Tschohl moderated the round table on service at the XII SPIEF
June 6-8, 2008 the XII St. Petersburg International Economic Forum took place. One of the most impressive events of the Forum was the round table “First-Rate Service as a Competitive Edge” moderated by John Tschohl, President of Service Quality Institute, the partner of Service First.
On June 7 top managers of the leading Russian and world companies got together to discuss customer service as a new competitive advantage. The lead speaker and moderator of the panel was the well-known customer service strategist John Tschohl.
Mr. Tschohl believes that customer service can become a competitive edge not only for a company but for the whole country as well. Providing superior customer service any organization creates the differentiation strategy and builds its brand. The customer service consultant shared with the audience those strategic initiatives that a company needs to crush the competition. Mr. Tschohl also spoke about creating a service culture plan.
John Tschohl is sure that it is high time to debunk customer service myths; one of them is that compensation increases performance. Before you start speaking about customer care love and appreciate your employees, says the moderator.
Valery Okulov, General Director, Aeroflot - Russian Airlines spoke about the importance of internal work within a company: “Only a creative individual can be good in serving customers”. Manfredi Lefebvre d'Ovidio De Clunieres, Chairman, Silversea Cruises also pointed the importance of personnel training and employee retention. Michael Frenzel, CEO of TUI, said that “the TUI obligation is to make customers happy. Our industry is the industry of commodity”.
About customer care spoke Evgeny Chichvarkin, Chairman, Euroset, and Aras Agalarov, President and General Director Crocus Group. Sergey Polonsky, Chairman, Mirax Group, shared his negative customer experience with one of St. Petersburg hotel that set the prices astonishing even one of the youngest Russian billionaires.
The panelists touched the topic of a company responsibility for customers and society. Ahmet Bozer, President of Coca-Cola Eurasia Group said that any activity has a service component. Timothy Flynn, Chairman and CEO of KPMG International, spoke about the impact of customer service on bottom line and market share.
Summing up the discussion John Tschohl once again stated the importance of customer service in modern economy and encouraged each and every company to think about their customers and customers’ needs, train and develop personnel and value employees. Only then you can be a success. ”Service Is A Skill - A Talent –
It’s Professionalism – An Art” finished his speech John Tschohl.
Photo report on the event
05.06.2008 Sberbank going through the changesJohn Tschohl did seminars on service for the biggest Russian bank
Sberbank of Russia invited John Tschohl to Moscow to do seminars on service strategy and customer oriented approach. These seminars were the first events in the scope of the service strategy program initiated by the President and CEO Herman Gref.
More than a thousand of Sberbank people, top management and key employees at Moscow branches, took part in John Tschohl seminars. Further on the bank plans to train all the employees on the art of customer service. Thus the oldest and the biggest Russian bank changes its image and takes the customer oriented course.
Photo report on the event
16.05.2008 16.05.2008 Customer service becomes a government topicJ.Tschohl speaks at the XII St Petersburg International Economic Forum
From 6 till 8 of June 2008, the XII St. Petersburg International Economic Forum will take place. Conducted under the auspices and with participation of the President of the Russian Federation, the Forum annually gathers world leaders for a discussion of the issues of current importance facing Russia and the world community. Traditional participants of the Forum are presidents, prime ministers, heads of parliaments, and ministers of a number of countries, as well as the international business elite, editors-in-chief of the biggest world mass media and other news makers.
In the network of the XII SPIEF the Round table
‘First-rate service as a competitive edge' will take place. The Round table will be moderated by John Tschohl, Founder and President of Service Quality Institute, Partner of Service First.
Discussion featuring:
Olga Sluzker, President, World Class
Arkady Novikov, The Novikov Restaurant Group
Aras Agalarov, President, Crocus Group
Frenzel Michael, Chief Executive Officer, TUI
Manfredi Lefebvre d'Ovidio De Clunieres, Chairman, Silversea Cruises
Valery Okulov, General Director, OAO Aeroflot
Evgeny Chichvarkin, Chairman, Euroset
Terry J. Lundgren, President, CEO & Chairman, Macy's
Sergey Polonsky, Chairman, Mirax Group
Timothy Flynn, Chairman, KPMG
For more information visit
www.forumspb.com
08.04.2008 New book by customer service guru now in RussianJohn Tschohl book Loyal for Life comes out in Russian.
John Tschohl book
Loyal for Life comes out in Russian. Published by Alpina Business Books in partnership with the Service First company.
Speaker and Customer Service Strategist shares his ideas of the ways to win customer loyalty. According to John Tschohl, it is not about discounts and attractive prices, it is about the ability of a company to solve problems and save the customer.
The book is ideal for every executive and professional that needs to master the skill of service recovery and empowerment. Teaches you how to take an unhappy customer, from hell to heaven, in 60 seconds or less. When you or your organization screw up how do you save the customer from defecting and get them to believe that you are the greatest business in the world.
Click here to purchase
26.03.2008 Service First delivered a workshop at Mirax Group Contractor SchoolPartnership in Business Training
Mirax Group, with which Service First has been closely working with since July 2007, opened Contractor School. The first meeting was devoted to partner relations in business. The training Partnership in Business was delivered by the lead Service First trainer Valentina Satarova.
05.03.2008 How to make customer service your competitive advantageJohn Tschohl, General Director Magazine, ¹3 – 2008
John Tschohl on creating a customer-oriented culture.
Read more
03.03.2008 New version of John Tschohl bestseller2nd Russian edition of Achieving Excellence Through Customer Service
Early March Alpina Business Books and Service First, John Tschohl official licensee in Russia, issue the second Russian edition of Achieving Excellence Through Customer Service. The book had been enhanced by new stuff on world service leaders and their success stories.
The book by a well-known speaker and customer service strategist became a 2007 bestseller stimulating interest in Russian business environment. Evgeny Chichvarkin, Chairman of the Board of the Euroset company – the largest cell phone retailer in Russia – called it “a Constitution for all top executives who strive for their customers’ love”.
“I am very glad that Russian readers found my ideas interesting. Hope that those will read my book find many useful ideas how to become more customer-oriented and thus more successful,” said John Tschohl.
The book goes with a DVD of John addressing Russian readers as well as video vignettes from new John Tschohl customer service training programs.
Click here to purchase
20.02.2008 Service First enters Ukraine marketCustomer Service Agency - the official SF distributor in Ukraine
Service First and Customer Service Agency (Ukraine) singed a Distributorship Agreement. This enables the Service First products to enter Ukraine market. Now customers in both countries have an opportunity to receive quality licensed products and equally high level of service.
Service First and Customer Service Agency partnership is the next step to implementing customer service culture in the CIS countries.
For further information on Customer Service Agency please visit the Web site
www.customerservice.com.ua
22.01.2008 Service First new officeService First is moving to World Trade Center Moscow
Contact us at:
World Trade Center Moscow
12 Krasnopresnenskaya nab.
Entrance 6, office 1251
Moscow 123610 Russia
Phone:
+ 7 495 967 05 79
+ 7 495 967 05 80
17.01.2008 John Tschohl taught World Trade Center Moscow how to become a service leaderJohn Tschohl spoke for WTC people
Kadrovy Management December 2007 -
On November 16, 2008 John Tschohl did a seminar for more than 400 employees of World Trade Center Moscow, the largest business and congress center in Russia.
