My guest today is John Tschohl, called the “guru of customer service” by USA Today, Time and Entrepreneur Magazines. Author of six best selling books, an internationally recognized service strategist and president of the Service Quality Institute, the global leader in customer service. For the last 31 years he has solely focused on helping organizations drive a service culture and create a customer experience through his technology built on practicality, simplicity and common sense. With his credibility and focus on empowerment and the power of the social media he has the ability to emotionally communicate the power of the service strategy from top executives to the total workforce. John’s technology and books are in 11 languages, represented in over 45 countries, and 90 percent of the Service Quality Institute’s business is international.