Conflict Management with John Mattock

Recorded Tuesday, January 26th, 2010

This year we started off the Podcasts with a terrific recording on Conflict Management with John Mattock.  As anyone who has been in service for any time knows, conflicts are a permanent part of the landscape.  Whether you’re dealing with a frustrated customer, a burdensome colleague, or an unfocused boss, conflicts surround us and learning how to manage them is perhaps one of the most financially and personally rewarding skills in your repertoire.  Enjoy the recording!

Branded Customer Service – The New Competitive Edge with Janelle Barlow

Recorded Thursday, December 10th, 2009

I recently had the pleasure of speaking with Dr. Janelle Barlow. Janelle has been deeply immersed in the field of service for 30 years, gradually moving from Service Excellence to the topic of this podcast, Branded Customer Service. She’s a speaker, a businesswoman, and author of the best selling book, A Complaint Is a Gift, available in two editions, the most recent just released a year ago. She’s also the coauthor of Branded Customer Service – The New Competitive Edge.  Janelle makes the point that it’s not just best in class service — but service that is aligned with an organization’s brand promise — that can differentiate an organization and its products and services in a world overloaded with consumer choices. She and her company, TMI US have worked with dozens of companies helping them to define their customer service experience and then partnering with them to better engage both their staff and their customers.

Janelle will quickly point out that branded customer service work is really about creating an organizational culture that reflects the brand. When that is accomplished, then the organization is much more likely to deliver the promise it makes with its brand. These questions are topics she deals with on a daily basis in the two companies she runs in the United States:  TMI US and TACK USA.

Who’s your Gladys? with Marilyn Suttle and Lori Jo Vest

Recorded Tuesday, November 7th, 2009

Marilyn Suttle and Lori Jo Vest are co-authors of “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan” – published in September 2009 through AMACOM Books, New York.  In this interview, Marilyn and Lori share with me the challenge of converting your most challenging customer to your most vocal advocate.

Biography – Marilyn Suttle:

Marilyn Suttle is the CEO of Suttle Enterprises, a personal and professional growth training firm based in Novi, Michigan. She has over 15 years experience as a work/life success coach, training and consulting for a diverse group of organizations, from Fortune 500 companies to health care practices, government institutions, universities and associations.  As an Option Method coach, Suttle helps individuals expose and dissolve self-limiting beliefs to produce happier, more productive results.

Biography – Lori Jo Vest:

Since most of her career has been spent in business-to-business sales positions involving high levels of day-to-day customer contact, Lori has developed extensive expertise in customer service and business development.  She currently manages Communicore Visual Communciations, a metro Detroit television production studio and consults with small businesses on methods to enhance their sales and customer service efforts.

Virtual Teamwork with John Mattock

Recorded Monday, October 12, 2009

John Mattock is a consummate communicator.  With over 20 years experience in coaching, teaching and authoring on the topic of International Communication, John has developed a unique insight into the challenge of communicating across borders and cultures.  In this interview, John shares with me his fundamental toolkit for creating successful virtual teams.  I hope you enjoy listening to the recording as much as I enjoyed making it!