It’s almost here! Customer Service Week starts October 2 and it’s THE BEST time to acknowledge your service providers. Making time to appreciate your team for taking care of your customers gets results – it encourages even more service excellence.
We’re suggesting “Building Trust” as the theme for the week. Use the whole week – in quick, easy meetings – to learn how they can create more trust in their customer relationships. When customers trust you, they want to do business with you. It’s good for loyalty, whether you’re a B2B or B2C business.
We’ve created a Customer Service Week Planning Guide to make it quick and easy for you to celebrate your team’s service excellence and inspire them to amp up their skills.
Plan Your Own Customer Service Week Celebration with These Guidelines
You can download the plan for the week here: WYG-2017-Customer-Service-Week-Planning-Guide
Watch Our Introductory Video
We introduce the week’s activities and provide some tips for maximizing effectiveness in this video:
About the Authors
Marilyn Suttle (Novi, MI) is the President of Suttle Enterprises LLC, through which she has spent 20 years keynoting and training people across the country on how to have happier, more productive relationships, stay calm under pressure and gain the trust and cooperation of customers, coworkers, family and friends.
Lori Jo Vest (Troy , MI) spent 20+ years of her career in customer-facing sales and leadership positions. Her time in the trenches has informed her approach to service, which is focused on helping people learn how to think in a way that has stellar service become a natural “way we do things.”
Marilyn Suttle and Lori Jo Vest were selected by AMACOM (the American Management Association’s publishing arm) to create their first customer service book, Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan. The book launched in 2009, becoming an instant bestseller. Publisher’s Weekly said, in their review of Who’s Your Gladys?:
“It’s the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors’ obvious passion for customer service.”
These authors created a second book – Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer Loyalty – after seeing a need for an internal training tool for their clients who wished to maintain their customer service focus after a live program had been completed. The book contains content for twelve service-focused meetings that can be held with little or no advance preparation.
Suttle and Vest are also the featured experts in The Customer Service Road Map online course, having been handpicked from over 150 of North America’s top authors, speakers and trainers by the supplier of the course. This course takes a “micro-learning” approach, delivering service skills lessons in short, bite-sized segments. The expertise and communication skills of Suttle and Vest, combined with a patent-pending learning model, resulted in an engaging learning program that guarantees results.