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Who's Gladys?
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Recent Posts
- Guest Blogger Rebecca Morgan Asks, “When Should Extra Charges Be Disclosed?”
- What If You Just Don’t Feel Like It? Compartmentalize and Do It Anyway!
- Guest Blogger Brian Jameson Shares: 6 Pieces of Research Every Customer Service Pro Should Know
- Four Triggers that Flare Up Workplace Tensions and How to Curb Them
- Guest Blogger Rich Gallagher Shares: Dear Retail Store…
Categories
Archives
- ▶2010 (71)
- ▼September (1)
- ▶August (9)
- What If You Just Don't Feel Like It? Compartmentalize and Do It Anyway! 08/30
- Guest Blogger Brian Jameson Shares: 6 Pieces of Research Every Customer Service Pro Should Know 08/26
- Four Triggers that Flare Up Workplace Tensions and How to Curb Them 08/23
- Guest Blogger Rich Gallagher Shares: Dear Retail Store... 08/18
- A Few More Thoughts on JetBlue's Steven Slater... 08/16
- JetBlue's Steven Slater Strikes a Chord with Overstressed Workers: A Few Resiliency Tips 08/12
- Don’t Kill the Customer - Manage Your Emotions 08/09
- Guest Blogger Tim Sanchez Shares: The Power of Social Media, and an Apology 08/04
- In Service and In Life: Are There Degrees of Integrity? 08/02
- ▶July (9)
- Guest Blogger Holly Stiel Shares: The 5 Most Important Questions for Every Employee 07/29
- Resentment Flu: Inoculate Your Employees with Internal Customer Service 07/26
- Guest Blogger Guy Stephens Shares - Crowdservice: The Future of Customer Support? 07/22
- Smart Business Owners Know: Customer Service is the New Sales 07/19
- Guest Blogger & Legal Guru Lori T. Williams Shares: Dealing Effectively with Client Disappointment 07/14
- You Can Be Right or You Can Have Happy Customers 07/12
- Guest Blogger Barbara Glanz Offers Life-Changing Words 07/07
- Looking for Complaining Customers? Smart Companies Monitor Twitter 07/06
- Guest Blogger Eleanor E. Biddulph Shares: Welcome to Valerie’s Happy Restroom! 07/01
- ▶June (8)
- Notice the Clues: Making a Name for Yourself with Customer Service 06/28
- Guest Blogger Ralph Schillace, Ph.D. Says: Every Patient Contact Counts 06/23
- "What if?" - A Simple Phrase for Improving Your Customer Service 06/21
- Improving Customer Service Without Going Broke 06/16
- Guest Blogger Clarity Patton Says "When You Care, It Shows" 06/14
- Guest Blogger Douglas Hanna Gives Us the Scoop on B&H Customer Service 06/09
- Alarmed? Here's the Power of a Quick Apology 06/07
- Guest Blogger Pam Wyess Asks: Are Your Customers in Good Hands? 06/02
- ▶May (9)
- Today in America, We Honor Our Fallen Soldiers 05/31
- Guest Blogger Ted Eleftheriou Shares: Has Starbucks Entered the Car Detailing Business? 05/28
- Do Tough Customers Put You in Danger? 05/24
- A Warm Welcome Could be Worth $100 Million 05/19
- Exceptional Customer Service Starts at the Top - Are You Setting a Positive Standard? 05/17
- Guest Blogger Jody Pellerin on Self-Service and the Emotional Customer 05/13
- Too Err is Human, To Receive Forgiveness Requires Customer Service 05/10
- Guest Blogger Roy Osing Says: Dazzle your Customers - Four Steps of the BE DiFFERENT Process 05/06
- Showing Your Customers Some Love Pays Big Dividends 05/03
- ▶April (9)
- Guest Blogger Jeanne Bliss Shares: How Baby Photos Can Boost Business 04/29
- Here is a Method that is Helping Businesses Increase Repeat and Referral Customer Sales 04/26
- Guest Blogger JoAnna Brandi Asks: Where is the Love? 04/21
- Customer Service is Seeing the Gift in the Complaint 04/19
- Guest Blogger Shep Hyken Asks: Do You Deliver Stellar Online Customer Service? 04/14
- Quick Email Tips to Improve the Customer Experience 04/12
- Guest Blogger Douglas Hanna Shares: Delta Gets Proactive 04/07
- Is Customer Service Important? 04/06
- Guest Blogger Mary Cantando Asks: Ever Wonder What It's Like to Be a Customer of Your Own Business? 04/01
- ▶March (10)
- Customer Service at Its Best - The Value of Social and Emotional Intelligence 03/29
- Guest Blogger Kevin Stirtz Shares: Six Steps to More Loyal Customers 03/24
- Indifference? Not So Good in Customer Service 03/22
- Guest Bloggers Chip R. Bell and John R. Patterson Imaginative Service Share: Turning Castor Oil into Champagne 03/17
- SPRING FORWARD - Grow Your Company with a Renewed Focus on Customer Service! 03/15
- Our Great Review from "Customer Service News," A Paid Subscription Newsletter for CS Pros 03/12
- Guest Blogger Laurie Brown Shares: "I Am Not a Table: A Tale of Medical Customer Service" 03/10
- When Providing Customer Service, Give an Oscar-worthy Performance 03/08
- Guest Blogger Kevin Stirtz Says: Abercrombie Feels the Sting of Bad Customer Service 03/03
- A Gladys Fan Shares: Customer Service at the Internal Revenue Service 03/01
- ▶February (7)
- Guest Blogger Kevin Stirtz Shares: How to Handle Customer Complaints 02/24
- Step Away from the Telephone, Unless You Have Skills 02/22
- Guest blogger Carol Roth Shares: What Your Business Can Learn From The Grammys 02/17
- Provide Better Service By Taking Off Your Magnifying Glasses 02/15
- Guest Blogger Lisa Ford Suggests: Ask Yourself These Tough Questions 02/10
- Is Your Employee Appreciation Backfiring? 02/08
- Leaders: Do You Follow The Nordstrom Code? 02/04
- ▶January (9)
- Train, Train and Train Some More - Else They Forget 01/31
- Guest blogger Phillip Van Hooser Says: The Game of Business is a Game of Service 01/27
- Customer Service Secrets Revealed at a Mexican Cantina 01/25
- Guest Blogger Janelle Barlow Says: "You're Giving a Gift When You Complain!" 01/20
- Cranky Customers? Try These Tips to Better Serve Them 01/18
- Guest Blogger Scott McKain Says: "I Chose You Because of Colin" 01/13
- When Customers Tweet - Do You Listen? 01/11
- Guest Blogger Lisa Ford Shares: Customer Loyalty and the Final Questions 01/06
- High Tech + Personalized Service = WIN! 01/04
- ▶2009 (106)
- ▶December (8)
- Is Your Workplace Environment Hurting Your Customer Service Efforts? 12/28
- Guest Blogger Brad Cleveland: History’s Most Powerful Consumer Movement? 12/23
- Flying the Not-so-Friendly Skies: Airline Customer Service During a Transition 12/21
- Guest Blogger Kevin Stirtz Advises: Never Blame, Defend or Explain 12/16
- Do You Deliver Jaw Dropping Service? 12/14
- Guest Blogger Tom McCormick Urges You to Get Emotional 12/09
- Italian Grandmothers and Customer Service 12/07
- Guest Blogger Roy Osing Asks: Customer Service or Serving Customers 12/02
- ▶November (11)
- Twitter is a Business Owner's Best Friend . . . Really! 11/30
- We're Grateful for Gladys! 11/23
- Take a Listen to Marilyn Suttle on Joe Pena's Enlighten Me Radio Show 11/20
- Guest Blogger Bryan K. Williams Explains: 5 Star Service Vs 4 Star Service - What's the Difference? 11/18
- Black Friday is Coming: Are You Ready For Your Customers? 11/16
- A Quick Tip from "Who's Your Gladys?" - Start the Morning Right! 11/13
- Trinkets for the Kiddies - Guest Blogger Edward Caulfield Shares Customer Service Experience 11/10
- NOT Being Gracious is NOT an Option 11/09
- Have You Tried the Gladys Principles? 11/06
- If I Could Do It Over, I Would . . . 11/04
- Are You Really Listening When They Talk? 11/02
- ▶October (14)
- Today's Guest Blogger Michael Soon Lee, MBA Shares: Adjust Your Style for Multicultural Customers 10/28
- Bossy Doesn't Work in Customer Service 10/26
- How Do You Think About Your Customers? Try Reframing and See What Happens! 10/23
- Guest Blogger is Edward Caulfield Says: Mirror, Mirror on the Call… 10/21
- Don't Let Doubt Cancel Out Customer Service Results 10/19
- Post Office Rose and Tenacious Tom ~ or ~ Would It Hurt to Give Them What They Want? 10/15
- IS YOUR GREATEST STRENGTH ALSO YOUR GREATEST WEAKNESS? 10/11
- GUEST BLOGGER BOB KNORPP BLOWS THE WHISTLE: ALL ABOARD THE #FAIL TRAIN 10/09
- GUEST BLOGGER CATHY HOLLOWAY HILL SHARES INTERNAL CUSTOMER SERVICE SECRETS - HOW TO TACTFULLY MANAGE A CHATTERING CO-WORKER 10/08
- GUEST BLOGGER PEGGY WYNNE BORMAN REVEALS - HOW I LEARNED TO STOP WORRYING AND LOVE ONLINE REVIEWS 10/07
- Happy Tuesday of Customer Service Week - A Few Resources to Make Your Lives Easier! 10/06
- It's Customer Service Week - Celebrate Your Servers! 10/04
- Guest Blogger John R. Patterson Shares - Service Warmth: A Requirement for Customer Service Success 10/02
- Are You Ready for the Hypersensitive Customer? Join Us for a Workshop on Tuesday, October 20 and Get Ready! 10/02
- ▶September (13)
- Our First "Who's Your Gladys?" Book Signing 09/27
- Guest Blogger Ron Kaufman Warns: Watch Out for Lose-Lose-Lose Situations 09/25
- Take a Listen to Marilyn Suttle on Robert Scrob's Business Profits Radio 09/22
- Who Are You in the Face of Frustration? 09/21
- Gladys Becomes Customer Service Bestseller Overnight 09/15
- Bestseller Bonus Gifts Coming Tuesday, September 15 09/14
- Guest Blogger Rich Gallagher On The Three Octane Levels of Acknowledgement 09/13
- Right Here, Right Now: Listen to Marilyn and Lori on Daniel Gutierrez's Radio Show 09/11
- Guest Blogger Mark Sanborn Asks: Are You a Fred? 09/09
- Don't Deflate a Customer's Sails: Know When Rules are Meant to Be Broken 09/07
- Listen to Marilyn on the Radio - Dr. Alvin Jones' Radio Show 09/06
- Guest Blogger Anthony Quinones Says Keep 'Em Comin' 09/03
- What Every Service Provider Needs to Know: How to Soothe a Gladys 09/02
- ▶August (10)
- Customer Service at the Speed of Change 08/30
- Guest Blogger Dr. Tony Alessandra is Assuring Customer Satisfaction 08/27
- Do You Have a Gladys? 08/24
- Guest Blogger Laura Posey shares - How Much Does The Experience Matter? 08/20
- Guest Blogger Grace Boyle Offers Heavy Hitting Reasons to Spend More Time Listening Than Talking 08/19
- The Magic of a Little Note 08/16
- Guest Blogger Sam Horn, Author of Tongue Fu! Asks: Are You Using Fighting Phrases? 08/12
- The Customer Service Mindset 08/10
- Guest Blogger Chip R. Bell on a Simple Way to Show Customers Your Best 08/06
- What's Your Customer Service EQ? 08/03
- ▶July (10)
- Guest Blogger Pete Blackshaw Asks: Is the Consumer Affairs Dept an Endangered Species? 07/30
- Customer Service in Reverse Produces Surprising Results 07/27
- Guest Blogger Barbara Glanz on "Creating Glimpses of Joy" 07/22
- Lori Jo Vest and Marilyn Suttle on BlogTalkRadio This Wednesday! 07/21
- Unexpected Happiness at the Sandwich Shop 07/20
- Gladys Is On BlogTalk Radio & ITUNES ...Take a Listen! 07/15
- "United Breaks Guitars" Singer Dave Carroll Could Also Be Called Gladys 07/13
- Guest Blogger Holly Stiel Reveals What Customer Service Providers Can Learn from The Actors Studio 07/09
- Can Electronic Correspondence Be Warm and Fuzzy? Absolutely! 07/06
- Guest Blogger Lisa Ford CSP, CPAE Shares: From the Ritz to the Waffle House 07/02
- ▶June (9)
- Want to Fire Your Customer? Read This First 06/28
- Guest Blogger JoAnna Brandi Talks Numbers, Numbers, Numbers 06/25
- How Do You Define the Word "Customer?" 06/21
- Guest Blogger Brian Lee, CSP Shares Timely Insight: Resilient Leadership in Turbulent Times 06/18
- Do You Engage or Retreat When Faced with an Angry Customer? 06/14
- Guest Blogger Todd Hunt shares: A Little Customer Service Goes a Long Way 06/11
- Are Disproportionate Reactions to Customers Driving Them Away? 06/08
- Guest Blogger Rebecca Morgan, CSP, CMC Reveals: How Do Your People React to Dissatisfied Customers? 06/04
- The Value of Dissension 06/01
- ▶May (9)
- Guest Blogger Kevin Gillespie shares: Taking Care of Your Business 05/28
- Customer Service - The Value of the Intangible 05/26
- Who's Your Gladys? - Now Available for Pre-order at Online Booksellers 05/23
- Guest Blogger Traci Armstrong Shares: SOCIAL MEDIA – A CUSTOMER SERVICE BEST FRIEND OR WORST ENEMY? 05/21
- "What?!?" Or What You Should Never Say to a Customer 05/17
- Guest Blogger Roxanne Emmerich Shares: The Gift of the Complaint 05/14
- Seven Strategies to Improve Your Customer Service AND Your Workplace 05/11
- Guest Blogger Shep Hyken, CSP Describes the Dangerous Customer 05/07
- A Proper Response from Management 05/05
- ▶April (6)
- A Guest Blogger Shares How Exceptional Customer Service Inspires Purchase Behavior 04/29
- Managing Customer Service Chaos with Compassion 04/27
- Speaking the Customer's Language 04/19
- Roundtable Breakfast - "Creating a Customer Service Culture" 04/19
- Lasting Customer Loyalty is in the Details 04/15
- First Impressions Can Make or Break a Customer Relationship 04/08
- ▶March (5)
- ▶February (7)
- Friendly Banter Can Make a Difference in Customer Service 02/23
- Same Helpful Blog Entries - New Blog Site 02/16
- When Customers Talk, What do You Hear? 02/16
- Customer Service Roundtable 02/11
- Win Over Customers by Responding to Online Reviews 02/09
- Welcome to Who's Your Gladys? 02/04
- Predicting Great Customer Service 02/02
- ▶January (4)
- ▶December (8)
- ▶2008 (52)
- ▶December (3)
- ▶November (4)
- ▶October (5)
- ▶September (6)
- The Bread Man Had a Bad Day 09/29
- When Customer Service Goes Wrong 09/24
- Are You the Right Person for the Job? 09/15
- Passive Income is Fabulous and So is Passive Customer Service 09/08
- Join Us for an Upcoming Customer Service Roundtable Discussion 09/06
- Customer Service Means Making Good on Your Mistakes 09/01
- ▶August (4)
- ▶July (4)
- ▶June (5)
- ▶May (4)
- ▶April (4)
- ▶March (5)
- ▶February (4)
- ▶January (4)
- ▶2007 (39)
- ▶December (5)
- ▶November (2)
- ▶October (6)
- ▶September (5)
- ▶August (5)
- ▶July (9)
- Applauding Compassionate Customer Service 07/27
- The Difference a Smile Makes... 07/26
- Brownie Not For Sale 07/24
- Fighting the Downsizing Blues... 07/22
- Maintaining Fabulous Customer Service During Difficult Times 07/18
- "We're Out of That" is NOT the Right Answer 07/14
- Handling a Vaccuum in a Crisis 07/10
- Amazing Service Attracts New Customers 07/07
- Ways To Love Up Your Customers 07/01
- ▶June (7)
- Research Shows Customer Complaints are Good 06/27
- The Challenge of Brenda 06/21
- Customer Service Supervisor Too Busy to Serve? 06/19
- Giving Your Customers What They Really Need Pays Off 06/16
- Begging for Great Customer Service 06/13
- Praying for Good Customer Service 06/11
- The Caribou Connection 06/08
- ▶2010 (71)
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