TopicMarilyn Suttle Archives - Who's Your Gladys?

Cracking Customer Service Challenges – One Nut at a Time

You might be tempted to focus on your biggest service challenge but that's typically one major nut to crack, right?

Continue Reading →

Time for a Customer Service Makeover?

Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from

Continue Reading →

Customer Service: The Competitive Advantage [Video]

Ready to strengthen your competitive advantage through customer service?  Watch the video below (and share it with your team.) Terry Brock, CSP, CPAE asked us to reveal customer service

Continue Reading →

Tactics that Kill Customer Relationships

While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there's a fine line between an up-sell and a turn-off. Here's a great example of what not to do.

Continue Reading →

Building Customer Loyalty: 3 Habits That Create Strong Customer Connections

It takes more than quality products and services to gain customer loyalty. It’s the “customer experience” that makes or breaks client ties. By developing a few simple habits, you

Continue Reading →
customer service

5 Morning Rituals to Prep for Customer Service Success

Enjoy this article. Then click here to check out our NEW customer service book: Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer Loyalty   It takes energy to start

Continue Reading →

A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

This simple exercise creates lasting changes in the way your team thinks and acts with customers. Why? They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works.

Continue Reading →
When Customer Loyalty Goes Missing, What Should You Do Next?

When Customer Loyalty Goes Missing, What Should You Do Next?

Customer loyalty is important for a successful business. And when you move mountains to make customers happy, you expect them to reward you with ongoing business, right? But what

Continue Reading →

Does Your Business Pass the Customer Service Fitness Test?

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have

Continue Reading →