Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan

Type

Book

Authors

Marilyn Suttle

Lori Jo Vest

ISBN 10

0814414397

ISBN 13

9780814414392

Tags

Marketing, Sales & Selling, Customer Relations

Description

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. - from Amzon

Number of Copies