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Customer Service Week Planning Guide

2018 Customer Service Week Planning Guide

It’s not too soon to start planning. Customer Service Week (Oct. 1-5, 2018) is THE time to celebrate your service providers, the ones who manage customers with finesse, creating strong...

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Be a Mentor, Not a Tormentor with Younger Service Staff

While sitting on an executive panel for service and support professionals, an animated discussion broke out. Leaders were comparing notes on ways to best integrate young service staff into the...

20180722 5 Leadership Essentials to Inspire Engagement

5 Leadership Essentials to Inspire Engagement

If you lead or manage a team, you know the damage a disengaged employee can cause.  Productivity and team morale suffers and so does the customer experience. Even with the...

Color Their World: The Art of Creating Strong Customer Loyalty

Take An Innovative Approach to Creating Strong Customer Loyalty

You’ve seen that person. You may even be that person — the one who handles difficult customers with ease. The one who turns conflicts into connections — handling tough conversations...

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7 Ways to Make Your Customer Service Team Stand Out

While vacationing in Italy, I was blown away by an example of customer service that any service team can adapt. We took three tours during our trip. All our tour...

Marilyn Suttle on The Inspiration Show

The Inspiration Show Features Taming Gladys!

I have something VERY exciting to share with you today… Law of Attraction guru and co-founder of Mind Movies, Natalie Ledwell, asked me to be a guest on her popular...

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Top Ten Customer Service Articles to Grow Customer Loyalty

Customers aren’t always easy to please, and it’s especially painful when the loyal ones leave. After nearly of decade of writing about customer loyalty and relationship issues, I’ve collected a...

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Telephone Tips: Steer Clear of Common Mistakes That Damage Relationships

When you’re handling a serious conversation on the telephone, the rules change. Your client can’t see you taking notes while hanging on his every word. Your friend isn’t seeing your...

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When Under Pressure, Reach for a Guiding Principle

Everyone has strategies to deal with challenging situations, but under pressure it’s not always easy to stay calm and resourceful. The most useful thing you can do is set aside...

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3 Success Tips for Generating Your Most Brilliant Ideas

Even the most creative professionals sometimes struggle to come up with ideas. When you have a problem to solve, pressuring yourself and overthinking doesn’t work.   What can you do to get to those brilliant ideas?...