Who's Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan
Marilyn Suttle, Lori Jo Vest, , foreword by Stewart Emery. . Amacom, $22.95 (224pp) ISBN 978-0-8144-1439-2
When times are tough, argue entrepreneur Suttle and manager Vest, it's the companies with exceptional customer service that survive. The eponymous “Gladys” represents the company's hypothetical most challenging client—the one who requires a high level of skill to manage. Using the stories of 10 diverse companies—the Canfield Training Group (of
Reviewed on: 08/03/2009
Genre: Nonfiction
Open Ebook - 240 pages - 978-0-8144-1441-5
Paperback - 242 pages - 978-1-4840-0941-3