Who's your Gladys? how to turn even your most difficult customer into your biggest fan
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...
| Main Author: | |
|---|---|
| Other Authors: | |
| Format: | eBook |
| Language: | Inglés |
| Published: |
New York :
AMACOM
c2009.
|
| Edition: | 1st ed |
| Subjects: | |
| See on Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627636906719 |
| Summary: | 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. Readers will discover how they can: Create a culture that values compassionate connection with their customers Use creative problem solving and emotional management skills to turn challenging situations into opportunities to strengthen relationships Form strong bonds by paying close attention to people's needs Customize service to different market segments Cement unbreakable customer relationships with absolutely anyone. |
|---|---|
| Item Description: | Title from title screen. |
| Physical Description: | xiii, 224 p. Available also in a print ed |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: | 9781282386747 9786612386749 9780814414415 |
