Who's Your Gladys? Blog

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?

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.  Experts...

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...

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) announced...

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...

MINI USA Takes the Customer Experience

My son is a huge MINI Cooper fan and it’s not hard to figure out why. It’s all about the customer experience. Kyle’s first car, purchased just a few short...

An Employee’s Creed for Customer Service Success

Here’s a simple service reminder to bring to your next meeting. Share it with your staff. Include it in your internal newsletters, and make sure everyone inside your business (you...

When Customer Expectations Are Unreasonable, Meet Them Anyway

It takes self-control to handle a customer with over-the-top expectations. Regardless of the type of business you’re in, there’s much to learn from Edie, the group event coordinator at Bahama Breeze Island Grille Restaurant.

Customer Service: The Competitive Advantage [Video]

Ready to strengthen your competitive advantage through customer service?  Watch the video below (and share it with your team.) Terry Brock, CSP, CPAE asked us to reveal customer service success...