customer service performance

Celebrate Customer Service Week 2017 with This Easy Plan

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.

KPI Alphabet Soup: The Most Important Customer Service Performance Metric

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.

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 your...

Leaders are learners.

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...

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 can...

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.

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.

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 and...

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 you’re...