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HF5415.5.S885 2009
Copies In: 1
Copies Owned: 1
Book Book
TITLE: Who’s your Gladys? : how to turn even the most difficult customer into your biggest fan / Marilyn Suttle and Lori Jo Vest.
ADDED TITLE: Who is your Gladys?
AUTHOR: Suttle, Marilyn.
PUBLISHED: New York : American Management Association, c2009.
DESCRIPTION: xiii, 224 p. ; 24 cm.
NOTES: Includes bibliographical references and index.
NOTES: 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.
SUBJECT: Customer relations.
SUBJECT: Interpersonal relations.
SUBJECT: Customer services --Case studies.
SUBJECT: Customer relations --Case studies.
ADDED ENTRY: Vest, Lori Jo.

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