customer service Archives - Marilyn Suttle

2023 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…

How to Calm Upset Customers

By marilyn@marilynsuttle.com

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…