Who's your gladys?: how to turn even the most difficult customer into your biggest fan
Date: 25 May 2010, 06:04
Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan Publisher: AMACOM | English | August 28, 2009 | ISBN: 0814414397 | PDF | 240 pages | 1Mb When times are tough, argue entrepreneur Suttle and manager Vest, it's the companies with exceptional customer service that survive. The eponymous Gladys represents the company's hypothetical most challenging client—the one who requires a high level of skill to manage. Using the stories of 10 diverse companies—the Canfield Training Group (of Chicken Soup for the Soul fame), Singapore Airlines, a polyethylene piping product supplier, a spa, an eyeglass distributor and a medical center among them—the authors show companies how to win over Gladys, develop strong client relationships and deliver the superior service that will help them through an economic crisis.
