Who's Your Gladys?

Celebrate Customer Service Week 2017 with This Easy Plan

Who's Your Gladys?

We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys?

Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

We love tapping into the experience of successful customer-focused business leaders. That’s why we sat down with Steven Kalczynski, Managing Director of The Townsend Hotel, a luxury hotel nestled in the upscale shopping district of Birmingham, Michigan.

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4 Ways to Hardwire Customer Service Success

Who's Your Gladys?

If you want to deliver strong customer service, it’s important to keep learning and improving. I’m personally committed to it so when my friend Lisa Mininni (President of Excellerate Associates) announced her two-day training about how individuals are naturally wired, I cleared my calendar.

Time for a Customer Service Makeover?

Who's Your Gladys?

Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. Here are a few ways to minimize these types of service disruptions. It was a.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Oh the Humanity! Creating Stronger Human Connections in Customer Service

Who's Your Gladys?

Ever feel like the human connections in customer service are at risk? Even with advancements in artificial intelligence, combined with more use of chatbots and pre-recorded messages, creating strong, human connections with customers reigns supreme when it comes to customer loyalty. I got a call the.

7 Ways to Become a Tour Guide to Service Excellence

Who's Your Gladys?

After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes.

3 Customer Service Tips from a Health Care Pro

Who's Your Gladys?

If wanting happy customers and an engaged staff was enough – everyone would have them. Instead, customer complaints are common and nearly 75% of employees are reportedly disengaged. What can you do to get customer service right?

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Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure

Who's Your Gladys?

Can you make yourself appear calm and composed, when you’re not? When you’re nervous, do your hands get sweaty or clammy? Does that muscle in your cheek twitch when you’re feeling defensive? When you try to conceal distress, your body has a way of expressing.

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The dPop Culture: How a Facilities Design Company Impacts Client Relationships

Who's Your Gladys?

Is your workplace designed to make employees feel like they’re part of something extraordinary? When customers walk through your doors can they tell exactly what your company culture is all about? If not, pay close attention to the methods used by design and facilities management.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Giving Customers an Online Gratitude Platform

Who's Your Gladys?

Customer service can feel like a thankless job. That’s why it feels so good to be appreciated – especially when you go above and beyond to be helpful. The problem is, it’s not always possible for customers to thank you at the time of service.

Handling Challenging Conversations with a Customer Service Focus

Who's Your Gladys?

It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your competition. These six communication skills can help you create connection when conversations get heated.

As a Business Owner, You May Unwittingly Ruin Great Customer Service

Who's Your Gladys?

In my line of work, I have a lot of morning breakfast meetings. This week, I tried someplace new. Our waitress hit just the right chord with us. She was really funny, without being corny. She was attentive without being intrusive.

Create Strong Customer Loyalty with “Color Their World”

Who's Your Gladys?

Imagine this. It’s 3am. You’re sound asleep. Then, BING – your eyes pop open as your mind replays a stressful service scenario from the day before. You failed with a customer. Or at least that’s how it feels.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

SafeLite Gets It Right with Customized Customer Service

Who's Your Gladys?

I saw a television commercial last week that shares an excellent example of exceptional, customized customer service. The spot promoted SafeLite Auto Glass, a company that repairs car windows, including front and back windshields.

Mini USA Takes the Customer Experience

Who's Your Gladys?

My son is a huge MINI Cooper fan and it’s not hard to figure out why. It’s all about the customer experience. Kyle’s first car, purchased just a few short years ago, is a 2004 MINI Cooper S. Little did I know, when he made that.

Giving a Consistent High-Quality Performance Takes Practice

Who's Your Gladys?

Walking through the doors of Preston Wynne Spa, customers feel an instant sense of tranquility. The soothing earthy decor, with soft ambient lighting, sets the mood for the warm greeting each guest receives within five seconds. Since opening the spa in 1984, owner and CEO Peggy.

Handling a Social Media Customer Service Crisis

Who's Your Gladys?

Could a social media customer service crisis happen to your company? Here are some tips for managing one. The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys?

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Tactics that Kill Customer Relationships

Who's Your Gladys?

While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there’s a fine line between an up-sell and a turn-off. Here’s a great example of what not to do. I had 10 minutes to squeeze in a quick call.

The Simple Truth Behind Customer Service Excellence

Who's Your Gladys?

National news, Twitter and YouTube are loaded with examples of customer service gone wrong. While there are lessons to learn from service breakdowns, there’s even more value in following leaders who share a consistent set of guiding principles for “getting service right.” ” Harry D.

When Customer Expectations Are Unreasonable, Meet Them Anyway

Who's Your Gladys?

It takes self-control to handle a customer with over-the-top expectations. Regardless of the type of business you’re in, there’s much to learn from Edie, the group event coordinator at Bahama Breeze Island Grille Restaurant.

What You Choose to Say Matters in Customer Service

Who's Your Gladys?

I watched a very interesting conversation a few weeks ago, at a trade association breakfast. The event, a breakfast roundtable, had drawn a sophisticated business audience, ready to network and make connections. As the women at our table began talking, we somehow ended up on the.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

When Customer Service Gets Lost in Translation

Who's Your Gladys?

My sixteen year old son drives a unique little car, his first, and he’s become a brand fanatic in the year he’s been driving. He even went to an event where 1,400 other “Mini-acs” tried to break a world record driving across the Mackinaw Bridge.

Honoring Labor on Labor Day

Who's Your Gladys?

It’s the national Labor Day holiday 3-day weekend in the United States, with many working people taking Monday off. Statistics say that 10% of customer service folks will be working, so to them, we say “THANK YOU” for keeping the wheels of retail moving. Happy Labor.

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Mini Things Bring Customer Happiness

Who's Your Gladys?

My son bought his first car last fall. For a 16 year old, a MINI Cooper S is amazing first ride, even if it's ten years old and has 90,000 miles on it.

Knowing When to Break the Rules is Critical in Customer Service

Who's Your Gladys?

if your staff doesn't know when to break a rule or deviate from a standard process, you could be losing your most profitable customers to a savvy rule-breaking competitor. The post Knowing When to Break the Rules is Critical in Customer Service appeared first on Who's Your Gladys?

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

The ipsy Way: How an Online Beauty Business Keeps Customers Happy

Who's Your Gladys?

If you’re a woman who’s into trying new cosmetics and beauty products, you probably already know about ipsy. We came across this service-savvy company when their customer care manager Nykki Yeager volunteered her team of service reps to help evaluate our upcoming “Taming Gladys!

Make a Quick Shift for Inspired Service

Who's Your Gladys?

Sometimes it’s easy to go the extra mile for a customer, and other times it can be a real strain – especially when you’re feeling unmotivated. How can you inspire yourself to excel at service when you’re simply not in the mood.

Gladys Is a Big Fan of Composure

Who's Your Gladys?

Have you ever seen a stressed manager act like a bully? Employees see it. Sometimes customers see it, but even when they don’t witness it directly, they pay the price. As does the company.

To Stay on Top, Take This Customer Service-Excellence Quiz

Who's Your Gladys?

Customer service issues can make or break an organization. That’s why we offer ways to help you deliver the best customer experiences possible. Take this powerful service-excellence quiz today to find areas where customer service in your organization is spot on, and areas that need.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

What If You Served Your Employees and Let Them Serve the Customer?

Who's Your Gladys?

I shared a Stephen Covey quote on LinkedIn earlier this week, which read “Always treat your employees exactly as you want them to treat your best customers.” ” It’s a statement that I believe in 100%.

Leaders Learn: 5 Things Every Strong Service Leader Does

Who's Your Gladys?

“Leadership and learning are indispensable to each other.” ” – John F. Kennedy. If you’ve read “Who’s Your Gladys?” ” or “Taming Gladys!“, “, you know that we espouse lifelong learning as THE key to success.

Are You Creating Memorable Moments for Your Customers?

Who's Your Gladys?

Like so many consumers these days, I look to the internet for all kinds of product information. A few months ago, I was looking for fun socks for a social media campaign I was working on and came across Sock It to Me Socks. Their brand identity is colorful and entertaining.

When Expectations are Clear Your Staff Owns It

Who's Your Gladys?

Have you developed a set of memorable service expectations that stick in the minds of your staff? A vision that defines who employees are expected to “be” for their customers and colleagues is powerful. But only when it’s modeled, shared and reinforced.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.