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

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Bibliographic Details
Main Author: Suttle, Marilyn
Other Authors: Vest, Lori Jo
Format: eBook
Language:English
Published: New York : AMACOM, 2009.
Subjects:
Customer services.
Customer relations.
Interpersonal relations.
Customer services > Case studies.
Customer relations > Case studies.
Service à la clientèle.
Service à la clientèle > Études de cas.
Case studies.
Online Access:Connect to the full text of this electronic book
Table of Contents:
  • 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.