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

Suttle, Marilyn, Vest, Lori Jo

45 valoraciones por Goodreads
ISBN 10: 0814414397 / ISBN 13: 9780814414392
Editorial: AMACOM, 2009
Usado Condición: Good
Librería: Better World Books Ltd (Dunfermline, Reino Unido)

Librería en AbeBooks desde: 13 de octubre de 2008

Cantidad: 1

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Descripción

Ships from the UK. Former Library book. Shows some signs of wear, and may have some markings on the inside. N° de ref. de la librería GRP91019826

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Detalles bibliográficos

Título: Who's Your Gladys?: How to Turn Even the ...

Editorial: AMACOM

Año de publicación: 2009

Condición del libro:Good

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Sinopsis:

Discusses how to satisfy difficult customers and develop their loyalty during a tough economy, using case studies of ten companies with noteworthy customer service success.

Book Description:

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.

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Descripción de la librería

Better World Books generates funding for literacy charities through the sales of second-hand books. Our current partner charities are READ International,the National Literacy Trust, Room to Read, Scottish Book Trust (Registered Charities no. 1128534, no. 1116260, no.1125803, SC027669), and the National Adult Literacy Agency. Much of our stock is ex-library due to our close relationships with UK libraries. We offer a service that helps them keep their unwanted books out of landfill. All ex-library books will be marked as such in their individual listings. 99% of orders are dispatched within 24 hours and we offer a 100% money back guarantee if you are not completely satisfied.

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