For over the last 40 years, Service Quality Institute (SQI) has been the global leader in helping organizations keep customers and building market share.  Our focus and core competence is changing attitudes and behaviors in order to build a service culture.

If you believe that there is room to improve your customer service standards and performance, SQI has a program to meet your needs.


LOYAL FOR LIFE: Service Recovery Training Program

Consistent customer service is critical to the success of any organization, but be realistic – Mistakes occur, things go worng, and tempers flair. When mistakes are made, your employee and your customer are thrust into a stressful situation, one that could easily spin out of control.

How does your organization or employees handle mistakes? Are your employees comfortable handling a customer situation that escalates or is heated from the beginning?  To have exceptional customer service, employees must embrace service recovery as an important aspect of overall customer service.



Empowerment: A Way of Life program is not just a list of rules – it’s a way of life that you will enjoy!

Managers, employees and the organization will benefit in so many ways when empowerment is part of your business culture.

Empowerment improves an employee’s job performance and makes you an asset to your organization. Makes the employee feel important and valued – and an integral part of the company’s success.


MOVING UP – Developing Successful Employees

When a company has real professional, truly indispensable employees who work for them, and get promoted, the company benefits in so many ways. How does a company motivate their employees to be THAT employee? The key to MOVING UP is not about that next paycheck or next promotion. It’s about the future—and the desire to move up.


FEELINGS Retail.Service

FEELINGS achieves a positive transformation in employees by increasing awareness of customer needs, improving skills for dealing with customers, increasing employee’s self-worth and improving communications and cooperation with other employees.