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?

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.

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.

3 Customer Service Tips from a Health Care Pro

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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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Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

Handling a Social Media Customer Service Crisis

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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?

Mini USA Takes the Customer Experience

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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 Simple Truth Behind Customer Service Excellence

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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.

Tactics that Kill Customer Relationships

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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.

How to Create an Exceptional Customer Experience

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

When Customer Expectations Are Unreasonable, Meet Them Anyway

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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.

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.

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?

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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KPI Alphabet Soup: The Most Important Customer Service Performance Metric

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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?

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

7 Ways to Become a Tour Guide to Service Excellence

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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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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

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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.

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

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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.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Stellar Customer Service in Fast Food

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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?

Giving Customers an Online Gratitude Platform

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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.

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.

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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.

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?

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Dealing with Moaners and Complainers during Emotionally Charged Meetings

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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?

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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?

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.

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

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

Handling Challenging Conversations with a Customer Service Focus

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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?

When Customer Loyalty Goes Missing, What Should You Do Next?

Who's Your Gladys?

Customer loyalty is important for a successful business. And when you move mountains to make customers happy, you expect them to reward you with ongoing business, right? But what happens when a loyal customer isn’t so loyal? When they give their business to a competitor.

Gladys Recommends The Endangered Customer

Who's Your Gladys?

Today’s video blog will give you specific ways to guarantee repeat business based on a great new book The Endangered Customer: 8 Steps to Guarantee Repeat Business. It’s written by Richard R. Shapiro, the Founder and President of The Center For Client Retention, a leading authority.

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7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement