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

Suttle, Marilyn; Vest, Lori Jo

Hardcover

ISBN 10: 0814414397 ISBN 13: 9780814414392

Publisher: Amacom, 2009

Synopsis

HardCover. Pub Date: 08 2009 Pages: 240 Publisher: American Management Association 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.

About this title

Review

"This is a fast-paced and readable book on customer relationship building. The authors are effective communicators on the subject, and the real-life stories make for a solid book on the topic." --"Corp! Magazine" "["Who's Your Gladys?"] offers plenty of useful advice on turning the people who pay your bills into your biggest fans." --"Accounting Today" "It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service." --"Publishers Weekly" "["Who's Your Gladys?"] offers plenty of useful advice on turning the people who pay your bills into your biggest fans." --"Accounting Today" Selected by Customer Service Newsletter as one of the best customer service books of 2009: "Who's Your Gladys? offers not only a detailed look at how customer service works at several successful companies, it provides a convenient blueprint for how to examine and benchmark your own customer service operations." "[Who's Your Gladys?] offers plenty of useful advice on turning the people who pay your bills into your biggest fans." --Accounting Today "This is a fast-paced and readable book on customer relationship building. The authors are effective communicators on the subject, and the real-life stories make for a solid book on the topic." --Corp! Magazine "It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service." --Publishers Weekly

From the Back Cover

Advance Praise for Who’s Your Gladys?:

“This book is destined to be a customer service classic. Marilyn Suttle and Lori Jo Vest share proven ways to attract happy customers and skillfully manage even the most challenging ones. Through inspiring, true stories, they reveal what successful companies know about creating strong emotional connections with customers. After reading Who’s Your Gladys?, you will be able to immediately apply what you learn and measure your success so your business can thrive in any economy. If you buy just one book on customer service this year, make it this one. It will change the way you think about customers.” — Jack Canfield, co-author of the Chicken Soup for the Soul® series

“This book is filled with innovative insights sure to provide ‘light bulb moments’ to even the most experienced customer service provider. Marilyn Suttle and Lori Jo Vest introduce ‘I-can-use-that-today’ approaches that have the power to turn unhappy customers into ‘lifelong loyals.’ You’ll want to buy a copy for everyone in your company. Read it and reap.” — Sam Horn, author, Tongue Fu! and POP!

“I love this book! Every company leader and front-line staff should read it. Marilyn Suttle and Lori Jo Vest have created an easy-to-follow road map for success by documenting how you can manage the difficult people and stressful situations in your business so that they can help you make more money, gain repeat customers, and stay relevant in any economy.” — Dr. Tony Alessandra, keynote speaker; author, The NEW Art of Managing People and The Platinum Rule

“Buy this book. It’s necessary. If you have competition, you can’t afford not to.” — Roxanne Emmerich, author, Thank God It’s Monday! and How to Create a Workplace You and Your Customers Love

“Thank goodness for Gladys! In today’s customer service deprived world here is a proven set of easy-to-follow ideas guaranteed to help improve your organization. This eye-opening book is sure to be on every business’s ‘recommended reading list’ for years to come!” — Rick Jakle, owner of radio stations from Chicago to Las Vegas; founding director, First Community Bank, Elgin; Chairman of the Board, Sherman Health Systems

“This book is full of valuable lessons from real-life examples—one lesson after another. There isn’t anyone or any company that can’t come away with at least a dozen strategies to implement after reading this book.”— Shep Hyken, author, The Cult of the Customer

About this edition

• Publisher: Amacom
• Publication date: 2009
• ISBN 10: 0814414397
• ISBN 13: 9780814414392
• Binding: Hardcover
• Number of pages: 240