Topiccustomer service performance Archives - Who's Your Gladys?

Time for a Customer Service Makeover?

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

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Leaders are always learning.

Leaders Learn: 5 Things Every Strong Service Leader Does

“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

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Building Customer Loyalty: 3 Habits That Create Strong Customer Connections

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

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

This simple exercise creates lasting changes in the way your team thinks and acts with customers. Why? 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.

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Stellar Customer Service in Fast Food

Small details make a big difference in customer service and with a little extra effort, you can create a memorable experience for your customers.

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Paying Attention to Customer Touchpoints Matters

I received a wonderful Christmas present from my husband this year from a company called Soft Surroundings. They sell clothing that’s soft and comfortable, along with fragrances, shoes, accessories

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Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure

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

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When Customer Service Gets Lost in Translation

My sixteen year old son drives a unique little car, his first, and he’s become a brand fanatic in the year he’s been driving. He even went to an

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As a Business Owner, You May Unwittingly Ruin Great Customer Service

In my line of work, I have a lot of morning breakfast meetings. This week, I tried someplace new. Our waitress hit just the right chord with us. She was really funny, without being corny. She was attentive without being intrusive.

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