Marilyn Suttle

3 Customer Service Tips from a Health Care Pro

If wanting happy customers and an engaged staff was enough – everyone would have them. Instead, customer complaints are common and nearly 75% of employees are reportedly disengaged. What can...

The Simple Truth Behind Customer Service Excellence

National news, Twitter and YouTube are loaded with examples of customer service gone wrong. While there are lessons to learn from service breakdowns, there’s even more value in following leaders...

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?

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 your...

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 success...

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.

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 can...

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...

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.