Who's your Gladys? : how to turn even your most difficult customer into your biggest fan

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...

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Detalles Bibliográficos
Autor principal: Suttle, Marilyn (-)
Otros Autores: Vest, Lori Jo
Formato: Libro electrónico
Idioma:Inglés
Publicado: New York : AMACOM c2009.
Edición:1st ed
Materias:
Customer services.
Customer relations.
Interpersonal relations.
Customer services > Case studies.
Customer relations > Case studies.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627636906719
Tabla de Contenidos:
  • 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.

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