Marilyn. “For instance, how
do you say ‘no’ and have the
customer still be happy?”
There are cheat sheets and
worksheets as well as group
activities included.
Suttle doesn’t have one
particular typical client,
but corporate clients tend
to come back time and
again. She does trainings
and keynote speaking for
corporations and keynotes
for associations. She does
global leadership workshops.
Some workshops target the
individual; they focus on
personal development for
professional success.
CUSTOMER
SERVICE FOCUS
wide culture conversation.
Clear communication
between the corporation
and its customers is the
responsibility of the
corporation working with
those customers. They need
to wake up to what it truly
means and the impact it has
on their business.
Marilyn explains, “There has
never been a more important
time to really break down
and understand what great
customer service is and how
to consistently deliver it.
By the year 2020, customer
experience is expected to
overtake price and product as
the key brand differentiator—
accord ing to the “Customer
2020 Report” from Walker
Information, Inc.” Customers
are getting very savvy with
using technology and
getting their own answers.
Review sites are becoming a
powerful tool for research for
these customers.
With the unprecedented
reach that technology has
provided to the common
user, the world has become
a very small place. Ma and
Pa businesses not only have
to compete with larger box
stores that can out-maneuver
them on many fronts, now
they also have to compete
with a wider geographic mix
of competitors. Businesses
in India, China, Mexico, and
Europe are all within reach
with the touch of a button.
Along with this new
geographical mix of
Marilyn explained that
everybody
says, “I want
great customer
service.” Every
company says
that they want
to give great
customer
service, but
so many
companies
don’t. It is a
blind spot.
They just do
not see how
to make it
happen. They
don’t realize
that customer
service is not a
department; it
is a companyMarilyn keeps her presentations lively and interactive, coaching from the stage to multi-cultural audiences.
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