Archive for2017 - Who's Your Gladys?

Sharing Our the Humanity: Creating Stronger Human Connections in Customer Service

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,

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The Simple Truth Behind Customer Service Excellence

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

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Handling a Social Media Customer Service Crisis

Could a social media customer service crisis happen to your company? Here are some tips for managing one.

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

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.

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Are Your Service Processes Stupid?

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

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Cracking Customer Service Challenges – One Nut at a Time

You might be tempted to focus on your biggest service challenge but that's typically one major nut to crack, right?

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