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Who's your Gladys? : how to turn even the most difficult customer into your biggest fan / Marilyn Suttle and Lori Jo Vest.

Suttle, Marilyn. (Author). Vest, Lori Jo. (Added Author).
Book Book


Location: Fennell STACKS HF5415.5 .S885 2009
Barcode: 30731101226128
Status: Available

Record details

  • ISBN: 9780814414392
  • ISBN: 0814414397
  • Physical Description: xiii, 224 pages ; 24 cm
  • Publisher: New York : American Management Association, [2009].

Content descriptions

Bibliography, etc. Note:
Includes bibliographical references and index.
Formatted Contents Note:
Professional movers: who's your Gladys? -- The Canfield Companies: where's my refrigerator? -- Paul Reed Smith Guitars: starting from scratch -- Singapore Airlines: the tea service tells the story -- ISCO Industries: a good manhole is hard to find -- The Green Company: who's going up the ladder? -- Preston Wynne Spa: massaging egos -- ClearVision Optical: SurveyMonkey around -- Sky Lakes Medical Center: take, don't tell -- Communicore Visual Communications: the happy challenge -- A final review -- The practical points -- Recommended "who's your Gladys?" resources.
Subject: Customer services.
Customer relations.
Interpersonal relations.
Customer services > Case studies.
Customer relations > Case studies.
Genre: Case studies.
Search Results Showing Item 9 of 35