TopicCustomer Service Archives - Who's Your Gladys?

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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Clocks on purple wall

Are Extended Customer Service Hours Still a Thing?

Extended customer service hours – the ability of your customer to reach you when they perceive that they need you – is an important part of the customer relationship.

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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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4 Ways to Hardwire Customer Service Success

If you want to deliver strong customer service, it’s important to keep learning and improving. I’m personally committed to it so when my friend Lisa Mininni (President of Excellerate Associates)

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Soft Skills Training Makes Even a TSA Screening More Pleasant

Is soft skills training important at the airport? Absolutely. It’s important everywhere, since research shows that 85% of job success comes from having well-developed soft skills. For the traveler (customer), the level of

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