Every customer oriented business has its own Gladys; someone who demands more than most companies are able or willing to give, one who pushes front line service representatives’ buttons, one who requires a higher degree of skill to manage. One who let’s just say it can be difficult. Yet how is it that some businesses prove able not only to satisfy their ‘Gladys’, but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, “Who’s Your Gladys?” reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place.
Be a Mentor (Not a Tormentor) with Your Newer Service Staff
By Marilyn Suttle
I was asked to be on an executive panel for service and support professionals for an annual event. One of the more animated discussions focused on ways to best integrate young service staff into the workforce. Bright young workers have a lot to offer – fresh perspectives, a finger on the pulse of today’s young consumers, and total comfort using technologies that can sometimes rattle those who haven’t been using them since preschool.
About the Author
Marilyn Suttle is a customer service expert, international speaker, and coach who specializes in strengthening relationships.She’s been sourced as an expert by Ladies Home Journal, Corp Magazine, Inc. Magazine, LA Times. And the Chicago Tribune & network-affiliated news programs have featured her advice on communication and leadership.