TopicListening Archives - Who's Your Gladys?

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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Handling Challenging Conversations with a Customer Service Focus

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.

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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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The Importance of Compassion in Customer Service

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.

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Feedback is the Engine of Improvement

Nobody – and no company – is perfect. If you’ve read “Who’s Your Gladys?” then you know that we recommend a continuous improvement mindset. It’s what takes companies to

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Don’t Miss Your Customer’s Cues or You May Miss Out on Their Business

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.

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Strategies to Engage with Internal Customer Service

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 have

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How to Solve a Hidden Customer Service Breakdown

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,

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Listening to Customers is Harder Than You Think

I was halfway through my question when the customer service representative interrupted me. “That’s actually a separate password than the one I’m resetting for you. That one is just for billing.”

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