Our Services

Inspire Your Team to Bring Exceptional Service

Our Services

We serve our clients through our 4 independent divisions:

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At Service Quality Institute (SQI), we believe that exceptional customer experience is not just a goal—it’s a culture that must be cultivated through strategic planning, continuous improvement, and employee empowerment. Our CONSUL.T.S service is designed to help organizations build and sustain a world-class service culture through tailored strategies, training, and implementation programs.

Whether you need to develop a customer-centric culture, enhance leadership capabilities, improve service processes, or implement long-term service strategies, our consulting services provide the expertise and tools necessary to drive transformation.

Explore our specialized consulting programs:

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Seminar for Executives

Transform Your Leadership with SQI’s Executive Seminar

In today’s competitive business landscape, exceptional customer service is not just an advantage—it’s a necessity. Our Seminar for Executives is designed to equip leaders with the strategies, mindset, and tools needed to foster a customer-centric culture that drives long-term success.

Through this program, you will gain valuable insights into exceptional service, customer loyalty, and empowerment, enabling you to elevate your organization’s performance and customer experience.

Key topics covered in this seminar include:

  • Achieving Excellence Through Customer Service

  • Speed

  • Loyal for Life

  • Empowerment

  • Moving Up

  • Relentless

  • E-Service

  • etc.

Andreas Hengky Gosyanto bersama John Tschohl

1-Year Customer Experience Implementation: Building a Service-Driven Organization

Sustaining a world-class customer experience requires a structured and strategic approach. SQI’s 1-Year Customer Experience Implementation program is designed to help organizations create a strong foundation for exceptional service, ensuring long-term success through continuous improvement and a customer-centric culture.

This comprehensive program includes key components such as:

  • Customer & Employee Surveys – Gather valuable insights to understand service gaps and areas for improvement.

  • Strategy Formulation – Develop a tailored service strategy aligned with your business objectives.

  • Training & Culture – Empower employees with the right skills and mindset to sustain a customer-first culture.
  • Process Improvement – Optimize workflows and operational efficiency for enhanced customer satisfaction.
  • SQ Audit & Certification – Assess service quality standards and obtain globally recognized certification.

With this structured approach, your organization will be equipped to deliver consistently exceptional service and foster long-term customer loyalty.

Workshops for Management: Elevating Leadership for Exceptional Service

Successful organizations recognize that exceptional service starts at the top. SQI’s Workshops for Management are designed to equip leaders with the skills and frameworks needed to drive a customer-centric culture, align business strategy with exceptional service, and enhance overall organizational performance.

Our tailored workshops focus on key areas essential for transforming service leadership:

  • Unique Value Proposition Design Workshop – Define what sets your organization apart and craft a compelling service promise.

  • Digital Service Culture Workshop – Leverage digital tools and strategies to enhance customer experience in the digital era.

  • Service Process Blueprinting Workshop – Design seamless service processes that optimize efficiency and customer satisfaction.

  • Service Standards Workshop – Establish clear service benchmarks to ensure consistency and excellence at every touchpoint.

  • Alignment of Business Strategy and Corporate Culture into Performance Management Workshop – Integrate company vision, culture, and performance metrics to drive sustainable success.

Through these workshops, management teams will gain the insights and tools necessary to lead with a customer-first mindset and create a lasting impact on service quality.

At Service Quality Institute (SQI), we believe that exceptional service and organizational excellence start with well-trained individuals and teams. Our comprehensive training programs are designed to enhance skills, foster leadership, and drive innovation—ensuring that both employees and organizations achieve sustainable success in an ever-evolving business landscape.

Our training programs features:

  • High-seasoned team of trainers & international experts

Mostly around 20 to more than 30 years of experience, even a Guru

  • World-class and leading-edge programs

US-led global annual benchmarking and upgrading conferences

  • Fine-blend training methodology & technology

A mix of experiential learning, behavior modeling and smart technology

  • Optimal online-offline and indoor-outdoor challenges

From full online to offline (indoor,outdoor, even camping)

  • Pre and post training assessment

Built-in with the training package

With expert-led workshops, interactive learning experiences, and globally recognized certifications, our programs empower professionals at all levels to excel in customer experience, leadership, sales, personal development, and future-ready strategies.

Explore our specialized training programs below and unlock the potential to create a customer-centric culture, develop impactful leaders, and embrace innovation for long-term growth.

📌 Our Training Programs

(Please click each of these 5 categories for more info)

Training Programs: Exceptional Service & Customer Experience

Delivering outstanding customer experience requires a deep understanding of customer expectations, a proactive service mindset, and the right skills to build long-term loyalty. SQI’s Exceptional Service & Customer Experience training programs are designed to equip professionals with the knowledge and tools needed to enhance customer interactions and create a culture of excellence.

This program covers key areas, including:

  • Exceptional Service Mindset – Cultivating a proactive, customer-first approach in every interaction.
  • Implementing Customer Experience – Implementing a refined exceptional service framework to ensure continuous improvement.
  • Complaint Handling Skills – Mastering the art of resolving customer complaints effectively and turning dissatisfaction into loyalty.
  • Measuring Customer Loyalty – Understanding key metrics and methodologies to assess and strengthen customer retention.
  • Customer Service for Leaders/Trainers – Empowering leaders and trainers to foster a service-driven culture within their teams.

Through this comprehensive training, participants will gain practical strategies to elevate customer experience and drive business success.

Training Programs: Leadership & Organizational Development

Great leadership is the foundation of a thriving organization. SQI’s Leadership & Organizational Development training programs are designed to empower leaders with the skills and mindset needed to drive transformation, foster a strong organizational culture, and lead with purpose.

This program covers key areas, including:

  • Servant Leadership – Developing leaders who serve and empower their teams to achieve greater success.

  • High Impact Leader (Outbound) – Experiential leadership training designed to enhance decision-making, teamwork, and resilience.

  • Leadership Practice Inventory – A research-based assessment tool to identify leadership strengths and areas for growth.

  • Building an Organization Culture – Establishing and nurturing a company culture that aligns with business goals and values.

  • Change Agent Development – Equipping leaders with the skills to manage and drive organizational change effectively.

With these programs, leaders will gain the insights and tools necessary to inspire, engage, and build high-performing teams.

Training Programs: Sales & Communication Skills

Effective sales and communication skills are critical for building strong relationships, influencing decisions, and driving business success. SQI’s Sales & Communication Skills training programs provide professionals with the techniques and strategies to enhance their ability to sell, communicate persuasively, and negotiate effectively.

This program covers key areas, including:

  • B2B Selling Skills – Mastering strategies to engage, influence, and close deals in a business-to-business (B2B) environment.

  • B2C Selling Skills – Understanding consumer behavior and applying effective sales techniques in a business-to-consumer (B2C) setting.

  • Assertive Communication Skills – Developing confidence and clarity in communication to express ideas and needs effectively.

  • Persuasive Communication Skills – Enhancing the ability to influence and motivate others through compelling messaging.

  • Lobbying & Negotiation Skills – Learning advanced negotiation techniques to achieve win-win outcomes in business and stakeholder engagements.

With these training programs, participants will strengthen their ability to communicate with impact, close more deals, and build lasting relationships.

Training Programs: Coaching, Facilitation & Personal Development

Personal and professional growth is essential for long-term success. SQI’s Coaching, Facilitation & Personal Development training programs equip individuals with the skills to guide, inspire, and develop themselves and others through effective coaching, facilitation, and self-improvement strategies.

This program covers key areas, including:

  • Coaching, Mentoring & Counselling – Providing the tools to support, guide, and develop individuals through structured coaching and mentoring approaches.

  • Facilitating Skills – Enhancing the ability to lead discussions, workshops, and group activities effectively.

  • Storytelling Skills – Leveraging the power of storytelling to engage, persuade, and inspire audiences in personal and professional settings.

  • Professional Grooming – Developing personal branding, etiquette, and presentation skills to enhance professional presence.

  • Successful Retirement Planning – Preparing individuals for a fulfilling and well-structured transition into retirement.

Through these programs, participants will gain valuable insights and skills to improve their leadership, communication, and personal development for a more impactful career and life.

Training Programs: Innovation & Future Readiness

Staying ahead in an ever-evolving business landscape requires adaptability, creativity, and a strong understanding of digital transformation. SQI’s Innovation & Future Readiness training programs are designed to equip professionals with the skills and mindset needed to drive innovation and lead in a digital-first world.

This program includes:

  • Agile Mindset – Cultivating adaptability, collaboration, and continuous improvement to thrive in a fast-changing environment.

  • Creativity & Innovation Skills – Unlocking creative potential and developing innovative problem-solving strategies to stay competitive.

  • Digital Leadership – Empowering leaders with the knowledge and skills to navigate digital transformation and lead teams effectively in the digital age.

  • Digital Transformation – Understanding the impact of emerging technologies and learning how to implement digital strategies for business growth.

  • AI-based Exceptional Service 5.0 – Leveraging artificial intelligence to enhance customer experiences and deliver outstanding service in the era of Industry 5.0.

By participating in this program, individuals and organizations will be better prepared to embrace change, foster innovation, and maintain a competitive edge in the future of work.

This chart shows Service Quality Institute’s 3-year customer service culture plan. Built to help your company implement a superior culture, it is tailored to your needs and environment. New customer service programs should be kicked off every four to five months, while there should be a 12 month period between BAD and GOOD Idea Campaigns.

Leading Empowered Teams

This program will help your executives, managers, supervisors and department heads to learn how to look at company to remove gaps and develop a service strategy. It will teach empowerment, team work, and how to coach an empowered and high performing workforce. We need management to walk the talk and drive a service culture.

When using the service culture plan we suggest training for everyone you are thinking about promoting into a leadership position.

Savings with the 3 year service culture plan are over 98%.

Our SQI team will train your facilitators in a three day Train the trainer seminar who will in turn train your leaders, managers
and supervisors.

We provide the TTT and the materials.

Feelings

Program for the entire workforce and is designed to change attitudes and behaviors. It focuses on personal excellence. Teach the skills and techniques of customer service, build the self-worth of employees, help them feel good about themselves, and improve morale and teamwork.

We will provide a 2 day train the trainer Certification Seminars for your trainers so they can train your facilitators. Our technology eliminates 95% of all travel expenses, 95% of the need for you to hire additional facilitators (HR should drive the implantation) and 80% of the training time.

Each employee gets a participant package. Feelings is very fun and entertaining and employees want to participate and interact, which is the most effective way of learning new skills and changing behavior. FEELINGS has a strong focus on personal growth and development. You will see an immediate improvement in behavior and attitudes.

Feelings Retail Service and Healthcare with Feelings are Feelings versions for retail industry and healthcare industry respectively.

Smile

When your employees make an honest, human connection and greet customers with a smile, this is an important step to help build lasting beneficial relationships.

The SMILE program is designed to help participants learn and practice the habit and skill of having a positive outlook and attitude. They also show how to deliver optimal customer service, improving the quality of service provided by increasing personal self-confidence and communication skills.

The goal of SMILE—A First Impression Can Change Everything

– To optimize the customer experience and help participants realize the best in customer encounters through mastery and daily practice of the SMILE skills and techniques, and

– To increase your organization’s effectiveness by focusing attention on creating the ultimate customer experience, the key to your organization’s continued success.

Empowerment

For all employees. This is a 2-session program in development designed to get employees to use empowerment. It is almost impossible to get an employee to use Empowerment. The fear of being fired is overwhelming for employees. If you want to have superior service, you must force your employees to master empowerment.

Empowerment will dramatically help reduce claims and the attrition rate.

Every employee must master and use empowerment. It is the single most difficult skill to get employees to use. It typically takes 2 miracles at the same time to get an employee to make a fast empowered decision on the spot in favor of the customer.

“BAD” Buck-A-Day Campaign

This is a 30-day campaign. No training time is necessary. We will spend up to two days helping the coordinator understand how to run the campaign and provide support throughout the campaign. The goal is to get every employee to look for a way to save $1 a day. There are about 250 working days in a year. The savings often run almost $500 per person. We had the US Military have one person who came up with a $1 million dollar savings. This Cost Reduction Campaign can fund the entire 3 year service culture plan.

The first week is a teaser campaign and the following 3 weeks are the actual campaign. It is fun, exciting, easy to implement, simple and works. Each person receives a certificate with the slogan ‘I had a BAD idea’ when they submit their first idea. It is tongue in cheek humor. For each additional idea we give each person a rubber dollar. It is based on recognition, humor and participation. Participation rate will be around 80%, often up to 95%.

Handling Irate Customers

Handling Irate Customers will help everyone understand how to
handle irate customers and difficult situations.

Service Quality Institute provides all materials and support.

It is implemented in 2 sessions of 3-4 hours each spaced one week apart. Each employee receives a participant kit.

Speed

SPEED means dramatically reducing the amount of time it takes to complete a project of task. Speed means doing it FAST, doing it NOW, and doing it RIGHT. It will help create a Speed mindset. Speed will help everyone overcome internal and external barriers. Company can build more market share by mastering Speed.

To create maximum impact, we suggest top management go through the training first, so they support and nurture the Speed skills.

Speed is implemented in 2 sessions of 3-4 hours each spaced one week apart.

Moving Up

Moving Up is designed to get all employees to move up and believe in themselves, to become
indispensable, extraordinary and more remarkable.

It is implemented in 2 sessions of 3-4 hours each spaced one week apart.

Coaching for Success

Coaching for Success is designed to help managers coach for improved performance and terminate non-performing employees when no progress is made.

Great leadership and good coaching can develop customer driven employees.

Remember Me

Remember Me should be used for everyone. It gets employees to recognize and use customers’ names. Service Quality Institute
provides all materials and support. This is a two session program of 3-4 hours each spaced one week apart. Nothing is more important to a customer than their name.

There are 3 reasons employees do not use the customers’ name: Fear, Indifference, Lack of Training.

Loyal for Life

Loyal for Life is a one session program designed to be implemented in 4 hour, or half day seminar. The focus is on service recovery. When company makes a mistake, how do you take a customer from hell to heaven in 60 seconds or less. We teach 4 principles: Act Quickly, Take Responsibility, Be Empowered, Compensate. This program will dramatically help reduce claims and the attrition rate.

Every employee must master these skills. In the US less than 1% of companies use or understand Service Recovery.

Service First Video Library

Service First Video Library is a 12-video series designed to be implemented in 12 sessions of 1-2 hours each once a week or once every two weeks. It can also be implemented in 4 sessions of 4 hours each.

The Service First Video Library is made up of hundreds of vignettes from millions of dollars of video we have filmed. We provide a flash drive and an Internet access card for the facilitator and participant material. This includes the leader’s guide, PowerPoint presentation, discussion guide, answer sheet and a certificate for each person.

The 12 topics are:

  • Your key to Customer Satisfaction
  • Teamwork Development
  • Handling complaints and the Irate Customer
  • The Language of Positive Communication
  • Effective Questioning and Listening
  • Exceeding Customer Expectations
  • Value Added Service
  • Effective Telephone Techniques
  • The Art of Satisfying Customers
  • Service Recovery
  • Empowerment
  • Total Quality Service

Good Idea Campaign

Good Idea Campaign on Quality and Customer Satisfaction is another 30 day campaign that focuses on quality and satisfaction. It is also based on humor, involvement and recognition. The first week is a teaser campaign and the final 3 weeks are the actual campaign.

SQI provides the software to measure and track all the results. Participation will be around 80% and possibly up to 95%.

The Campaign builds morale because it lets employees know they are valued, loved and appreciated. It will generate hundreds of ideas on how company can improve service and customer satisfaction. We want rapid implementation of the ideas. Each person is asked to look at where they work to come up with ideas on quality and customer satisfaction.

We need new leaders for the campaign. We want employees with
enthusiasm, peer respect and customer care role models. We want to build leaders and role models. By constantly having new leaders you are creating and building a service culture. With this Idea Campaign a leader for every 10 or 20 employees. This is how we impact behaviors and attitudes. There are NO training seminars. It is a campaign.

Exceptional Service

Exceptional Service is a one session program conducted in 4 hours. The concept is to deliver exceptional service not just good service.

This program is built around 9 key points: Delivering Exceptional Service, Everyone’s Important, Customer Care, Communicating Quality, Value Added Service, Problem Solving, Service Recovery, Speed.

  1. Our Online Learning:
  2. Feelings for Professionals
  3. Feelings for Retail Service
  4. Healthcare with Feelings
  5. Empowerment: A Way of Life
  6. Handling Irate Customers
  7. Speed
  8. Moving Up
  9. Coaching for Success
  10. Remember Me
  11. Loyal for Life
  12. Service First Video Library
  13. Exceptional Service

You may learn more about each program above at:

3 Year Service Culture Plan

(This is part of 3 Year Service Culture Plan. Free of Charge)

We, Service Quality Institute (SQI), has the strongest brand in the world when it comes to Customer Service.
We offers two Diplomas and two Certificates:

  1. Diploma Graduate of Customer Service: 7 programs 28 credits needed
  2. Diploma Master of Customer Service: 9 programs 48 credits needed
  3. Certified Customer Service Champion for Facilitators
  4. Certified Customer Service Organization

We provide our own accreditation on a worldwide basis. There are NO higher education institutions in the world delivering any programs on customer service. SQI will do this for individuals going through our online learning and companies using our 3 year service culture plan.

Benefits to Clients:
We provide recognition, credentials and increased income for graduates. This plan should also reduce employee turnover because the organization is funding this degree and employees will have high value for each of these Degrees

3 Year Service Culture Plan
Online Learning

SR. MAC: Data-Driven Insights for Exceptional Service

Understanding your customers and employees is the key to building a world-class service culture. With SR. MAC (Service Quality Measurement and Certification), we provide comprehensive assessments to help your organization identify strengths, uncover opportunities, and optimize strategies. Our services include:

A. Customer & Employee Surveys – Gain valuable insights into customer satisfaction and employee engagement through comprehensive survey methodologies:

  • Net Promoter Score (NPS) – Measures how likely customers are to recommend your services.

  • Customer Satisfaction Survey – Assesses customer satisfaction levels with your services.

  • Voice of Customer (VoC) – Captures direct customer feedback to improve their experience.

  • Customer Engagement Survey – Analyzes customer involvement in your business ecosystem.

  • Employee Engagement Survey – Measures employee motivation and workplace satisfaction.

  • Culture Assignment Survey – Evaluates how well your corporate culture is implemented across the organization.

B. SQ Audit & Certification – Ensure your service quality meets global standards with our expert evaluations:

  • Quantifying Qualitative SQ Measures – Integrates service quality metrics into employee performance assessments, ensuring consistent excellence.

  • Internal SQ Audit – Evaluate internal service delivery to ensure alignment with quality standards and uncover improvement areas.

  • Mystery Shopping – Assess real customer experiences through detailed evaluations.

  • Certified SQ Management System – A recognized certification that validates your service management system and enhances your company’s credibility.

Drive continuous improvement with SR. MAC’s data-driven approach and stay ahead in delivering exceptional customer experiences.

E.X.E: Talent Solutions for Business Success

Great service starts with great people. E.X.E (Executive Search & Recruitment) helps organizations find, attract, and retain top-tier talent to strengthen their workforce. Whether you need high-performing executives or skilled employees who align with your company’s values, our expert ensure you get the right people for the right roles.

  • Executive Search (Headhunting) – Find top leaders who drive business transformation.
  • Employee Recruitment – Connect with skilled professionals who fit your company culture and objectives.

With E.X.E, you gain access to qualified candidates, helping your organization build a resilient and high-performing workforce.

E.V.E: Flawless Event Management for Impactful Experiences

A well-executed event leaves a lasting impact. E.V.E (Event Management) ensures your conferences, workshops, and corporate events run seamlessly—delivering a professional, engaging, and memorable experience for all attendees.