Who's Your Gladys? | Practial Points

“Who’s Your Gladys?” Practical Points

Be fully present.
Value and learn from your mistakes.
Empathize with your customers.
Pick a role model with the qualities you want to develop.
Meet unique customer needs.
Establish trust.
Answer repetitive questions graciously.

See customers as people, not as problems.
Make decisions that delight customers.
Do what you love to do.
Seek to know what your customers know.
Act in alignment with your company’s brand.
Do what you say you’re going to do.
Think and act like a champion.

Anticipate customer preferences.
Give customers some control over their experience.
Seek out emotional responses.
Communicate a message of innovation and hospitality.
Cater to customers’ lifestyles.
Strive to exceed expectations.
Deliver credible interactions.

See the positive quality of a client’s negative behavior.
Feel compassion while your customers vent their emotions.
Get to know and care about your customers.
Give your customers what they need.
Put care into the details of your everyday actions.
View challenging situations as opportunities to make the client relationship .....even stronger.
Honor the customs of your customers.

Use long-term thinking.
Develop win-win relationships.
Think like an entrepreneur, regardless of your job description.
Put your customers first.
Be a creative problem solver.
Treat customers the way they want to be treated.
Ask useful questions.

Offer low pressure and high pleasure.
Focus on the benefits.
Manage the customers’ expectations.
Consider your customers’ perceptions.
Do the right thing.
Offer continuous points of contact.
Maintain the relationship during and after the sale.

Create an excellent first impression.
Put the right people on the job.
Respond positively to a variety of communication styles.
Contribute to a happy work environment.
Present a consistent artistic service performance.
Evaluate results and make improvements.
Make sure all customer interactions end on a happy note.

Gain a competitive advantage by giving strong customer service.
Use surveys to gain valuable information about what customers want.
Respond to a customer’s complaints through personal contact.
Be fair, even when you think the customer is wrong.
Use a wide variety of feedback tools.
Communicate your customer service philosophy with employees regularly.
Give and receive ongoing training.

Cultivate a culture of inclusivity.
See every complaint as a gift.
Educate and empower front-line staff.
Implement customer service best practices continuously.
Use service recovery tools.
Appreciate employees for what they’re doing right.
Be nice.

Be honest.
Take complete responsibility for a speedy recovery.
Strengthen the relationship with every interaction.
Use both your heart and your head.
Take action when you discover a problem.
Find joy in turning around negative customer interactions.
Know when to say good-bye.