Products: Change Management | Customer Loyalty | Leadership | Communication Skills

Products from the Change Agent

Customer Loyalty Products

Banking Secrets for Customer Loyalty: Handling Customer Problems

coverBankingSecretsProblemsGallup recently surveyed retail banking customer and found that only 26% of bank customers who had not recently had a problem considered themselves extremely satisfied with their bank versus 51% who had experienced a problem but were extremely satisfied with the way it was handled. For most banks, the bottom-line is impacted by how well your employees handle customer problems and whether or not they keep your current customers loyal to your bank.

  • Discover the two dimensions that determine exceptional service and the main ingredients that will build your bank’s customer loyalty.
  • Understand why a customer’s complaint is a gift to your bank
  • Learn five steps to owning and fixing your difficult customers’ problems
  • Apply three techniques for handling complaints and criticis

Here’s What People are Saying:

If you want to improve customer service in your bank then Patti Hathaway’s new book is a must read! It contains a wealth of information that can be easily incorporated into your business and it will have a positive impact on the bottom-line results. Ms. Hathaway’s approach is convincing, practical and lasting.

President and CEO, Western Ohio Affliate


Patti Hathaway hits the mark with sensible, practical and most importantly actionable ideas. In her light hearted style she ties this together with actual real life examples. Her book will be a great inspiration for our team and will provide a true payback for our customers and our employees.

Executive Vice President, National City Bank


A unique and memorable approach to providing exceptional customer service to banking customers. Patti Hathaway provides fundamental skills that are essential for building customer loyalty in banks today.

Banking Secrets for Customer Loyalty: Handling Customer Problems – Softcover book

Banking Secrets for Customer Loyalty: Handling Customer Problems – Ebook

“Rudolph” Secrets for Customer Loyalty

cover-Rudolph-CDDiscover proven, practical Rudolph secrets for building customer loyalty. Gain renewed enthusiasm from hearing how others are delivering exceptional customer service. A 73-minute live presentation with Patti.

Rudolph Secrets for Customer Loyalty – 73 Min. CD Audio

107 Tips for Developing Customer Loyalty

cover-107-Customer-Loyalty-TipsSimply satisfying your customers will not be enough for you to succeed in today’s competitive marketplace. You must deliver such exceptional service that your customers become loyal to you and refer others to you! Discover powerful ideas that will give you the edge in pleasing today’s demanding customers. Topics include: Tips for Making a Lasting Impression; Phone Tips; Dealing with Angry Customers; Attitude Tips; Tips for Increasing Employee Loyalty; Managing Customers Through Your Company’s Changes; Tips for Building Your Repeat and Referral Business.

107 Tips for Developing Customer Loyalty – Booklet

107 Tips for Developing Customer Loyalty – E-booklet


smile-on-a-stickOther people will reflect your attitude – do you need a smile? When stress levels are high and you need a smile – you can have one now! Just put one of these full-color laughter-reducing smiles in front of you and you and those around you will get a great big smile on your face. They make a great gift for co-workers, employees, and customers. Patti really enjoys using hers in the car. Order one for everyone for your next big customer service event or to help you deal with the stress of change or being a leader!

We have multi-cultural (brown) smiles available on request. You will be sent a white smile(s) unless you request otherwise.

1 Smile-on-a-Stick
Sold Out

10 Smiles-on-a-Stick
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100 Smiles-on-a-Stick
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Customer Service Quotoon

Patti will autograph her Full-color Matted and Framed 11 x 17 Quotoon.


“To provide exceptional, loyalty-creating customer service, you need to provide Rudolph-the-red-nosed-Reindeer Service!”

Customer Service Quotoon

Creating Loyal Customers Bundle

Includes the book Banking Secrets for Customer Loyalty: Handling Customer Problems, “Rudolph” Secrets for Customer Loyalty (73 minutes CD/audio program – not cassette), and one Rudolph 11 x 14 Quotoon.

Retail Value: $85.60

Creating Loyal Customers Bundle


Products: Change Management | Customer Loyalty | Leadership | Communication Skills

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