Marilyn, Author at Who's Your Gladys?

Giving Customers an Online Gratitude Platform

Giving Customers an Online Gratitude Platform

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

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Gladys Is a Big Fan of Composure

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.

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7 Ways to Become a Tour Guide to Service Excellence

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. After all, I was on buses, trains and planes, in restaurants and hotels, and at museums, shops and markets. I get jazzed by excellent service, and my curiosity kicks in when things fall flat.

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Make a Quick Shift for Inspired Service

Make a Quick Shift for Inspired Service

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?

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

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

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

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

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Here’s How to Help Your Team Handle a Puzzling Service Situation

When a member of your customer service team is struggling with a challenge, what do you do? It's tempting to give orders or jump in and fix things yourself. Instead, empower your staff to find their own solutions. Here are a few useful ways to develop a team of creative problem solvers.

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Free Cookies! Using Survey Incentives to Get Customer Feedback

Look at the bottom of just about any store receipt and you’ll find a survey with some kind of  incentive. Whether it’s a $10 coupon for your next visit or a

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Setting Customers Straight Can Be an Act of Customer Service

Have you ever had a client settle for a less robust product or service, because she couldn’t afford what she really needed (or wanted)? Managing a customer’s expectations, particularly

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