Who's Your Gladys?

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.

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?

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.

How is the Internet of Things Affecting Customer Service?

Who's Your Gladys?

You’ve undoubtedly heard of the Internet of Things (IoT). So what is it? According to Forbes, IoT is described as everyday objects that can be connected to the Internet and be recognized by other devices and contribute info to a database. The Internet of Things.

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

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.

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?

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.

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.

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.

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.

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.

Customer Loyalty is in the Touchpoints – Have You Looked at Yours Recently?

Who's Your Gladys?

The following article is a how-to excerpt from "Taming Gladys! The Busy Leader's Guide to Creating Fierce Customer Loyalty." Follow the instructions below to analyze the customer touchpoints in your department or at your business. Make an effort to enhance those touchpoints and watch your customer loyalty scores grow. The post Customer Loyalty is in the Touchpoints – Have You Looked at Yours Recently? appeared first on Who's Your Gladys?

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.

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

KPI Alphabet Soup: The Most Important Customer Service Performance Metric

Who's Your Gladys?

People who work in Customer Operations know of the “Alphabet Soup” of customer service performance metrics. In one expert's opinion, there's really only one that counts. The post KPI Alphabet Soup: The Most Important Customer Service Performance Metric 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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Does Your Business Pass the Customer Service Fitness Test?

Who's Your Gladys?

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test?

Building Customer Loyalty: 3 Habits That Create Strong Customer Connections

Who's Your Gladys?

It takes more than quality products and services to gain customer loyalty. It’s the “customer experience” that makes or breaks client ties. By developing a few simple habits, you can win new business and keep long-term customer relationships strong.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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.

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Stellar Customer Service in Fast Food

Who's Your Gladys?

Small details make a big difference in customer service and with a little extra effort, you can create a memorable experience for your customers. The post Stellar Customer Service in Fast Food appeared first on Who's Your Gladys?

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.

Are Extended Customer Service Hours Still a Thing?

Who's Your Gladys?

Extended customer service hours – the ability of your customer to reach you when they perceive that they need you – is an important part of the customer relationship. Experts encourage companies to do whatever it takes to be there for the customer via social media.

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?

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.

Soft Skills Training Makes Even a TSA Screening More Pleasant

Who's Your Gladys?

Is soft skills training important at the airport? Absolutely. It’s important everywhere, since research shows that 85% of job success comes from having well-developed soft skills. For the traveler (customer), the level of airport customer service can severely impact the travel experience.

Customer Service: The Competitive Advantage [Video]

Who's Your Gladys?

Ready to strengthen your competitive advantage through customer service? Watch the video below (and share it with your team.) Terry Brock, CSP, CPAE asked us to reveal customer service success secrets from our bestselling book, Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer.

Are Your Service Processes Stupid?

Who's Your Gladys?

Today we’re featuring a post by our dear friend Chip R. Enjoy! —– I appreciate the political incorrectness of using such an uncouth word like “stupid.” I could use irritating, frustrating, exasperating and even nauseous.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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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5 Morning Rituals to Prep for Customer Service Success

Who's Your Gladys?

Enjoy this article. Then click here to check out our NEW customer service book: Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer Loyalty. It takes energy to start each day strong. No matter how good your customer service was yesterday, each morning you begin. The post 5 Morning Rituals to Prep for Customer Service Success appeared first on Who's Your Gladys?

Dealing with Moaners and Complainers during Emotionally Charged Meetings

Who's Your Gladys?

Running an effective meeting isn’t always easy – especially when emotions run high. A moaner or complainer can suck the energy right out of the room, leaving everyone drained and distracted. Luckily, there are ways to handle yourself, your team, and customers to get the.

Which Customer Expectations Matter Most?

Who's Your Gladys?

Customers have four expectations that determine whether they’ll be highly satisfied doing business with your company, according to Gallup Research. First, they expect ACCURACY – Does your staff meet the commitments they make to customers? Is the product (or service) as promised?

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

An Employee’s Creed for Customer Service Success

Who's Your Gladys?

Here’s a simple service reminder to bring to your next meeting. Share it with your staff. Include it in your internal newsletters, and make sure everyone inside your business (you included) understands that this message is at the core of your organization’s success. Every customer matters. The post An Employee’s Creed for Customer Service Success appeared first on Who's Your Gladys? Customer Service Uncategorized

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 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.

A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

Who's Your Gladys?

This simple exercise creates lasting changes in the way your team thinks and acts with customers. They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! appeared first on Who's Your Gladys?

Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!