Posts by marilyn@marilynsuttle.com
The Beginner’s Guide to Customer Service: Creating a Service-Focused Culture
Have you ever experienced bad customer service? Chances are, you have, and it probably left a bad taste in your mouth. On the other hand, excellent customer service can leave a lasting impression and keep customers coming back for more. So, how can you create a culture of great customer service in your business? In…
Read More2023 Global Guru of CX
PRESS RELEASE: 2023 Marilyn Suttle has been named a Top 30 Global Guru of Customer Experience by Global Gurus for 6 years in a row. She is listed #8 in 2023. Marilyn is a respected consultant, author, and coauthor of books like Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your…
Read MoreHow to Hop Off the Emotional Roller-Coaster with Upset Customers
Imagine this is you… It’s 3 A.M. You’re laying in bed, wide awake, as your mind replays a stressful customer blow-up from the day before. Things went from bad to worse and your nerves are jangled. It’s mind-dizzying to keep calm and composed when your emotions get triggered. Ready to get off the emotional roller…
Read MoreHow to Calm Upset Customers
How do you calm upset customers? Do you know how to calm them quickly? It helps to know this: When your upset customer is having a melt-down, they aren’t really angry at you. They’re upset that their expectation wasn’t met. It isn’t personal. Though you can take personal responsibility to manage their expectations and restore…
Read More3 Stress-Reducing Strategies to Improve Problem Solving
When things don’t go the way we want, it’s easy to get stressed out. Whether it’s dealing with a difficult task, managing an upset customer, or teaching your child good table manners, there are ways to stay calm and solution-focused. What should you do first? Catch your thoughts. Decisions that lead to stress I promised…
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