Source: Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan
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Famous Marilyn Suttle Quotes
“Moods can be contagious. Don't catch or spread a bad mood.”
“Notice the difference between being in control and needing control.”
“Look for the positive qualities in your client's negative behavior.”
“Feelings have more to do with the story you tell yourself than the facts.”
“When a customer is upset, remember that you're dealing with a person, not a problem.”
Source: Taming Gladys!: The Busy Leader's Guide to Creating Fierce Customer Loyalty
“Service heroes strive to exceed the customer's expectations.”
Source: Taming Gladys!: The Busy Leader's Guide to Creating Fierce Customer Loyalty
“Choose actions that show the customer that they matter.”
Source: Taming Gladys!: The Busy Leader's Guide to Creating Fierce Customer Loyalty
“Every interaction is a chance to strengthen the customer relationship.”
Source: Taming Gladys!: The Busy Leader's Guide to Creating Fierce Customer Loyalty
“Get in touch with your passion and put it to work at work.”
“Onboarding is the 'internal customer service' version of making a good first impression.”