TopicListening Archives - Who's Your Gladys?
You might be tempted to focus on your biggest service challenge but that's typically one major nut to crack, right?Continue Reading →
It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your competition. These six communication skills can help you create connection when conversations get heated.Continue Reading →
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.Continue Reading →
When you bring the word compassion into a business conversation, many people don’t really get what it means or why you’d want to “do that” in a corporate environment.Continue Reading →
I witnessed a train wreck of a customer experience this week. While shopping for a new car, my husband Cliff and I visited three dealerships. We found a car we liked at all three, so each sales professional had a chance to get our business. It was enjoyable… except for the incident at the first dealership.Continue Reading →
A recent Gartner study showed that 90 percent of leaders think that an engagement strategy will have an impact on business success, but barely 25 percent of them haveContinue Reading →
Last night, I was treated to the story of Patti, while having dinner with her coworker. Patti is a data base developer at a large national company. Her coworker,Continue Reading →