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

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3.82  ·  Rating Details ·  44 Ratings  ·  8 Reviews
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 tur ...more
Hardcover, 224 pages
Published August 1st 2009 by AMACOM/American Management Association
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Kara
Jun 25, 2012 Kara rated it it was amazing
Very insightful and well-organized.
Marilyn Suttle
Nov 01, 2009 Marilyn Suttle rated it it was amazing  ·  (Review from the author)
Recommends it for: Anyone who wants to excel with customers and with all the challenging people in your life
Recommended to Marilyn by: I wrote this book
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 ...more
Alissa
Nov 01, 2009 Alissa rated it it was amazing
Recommends it for: anyone who works with the public
Shelves: nonfiction, business, 2009
This is an excellent book on customer service. I loved the format: case studies of companies, followed by the key points (repetition always helps) and then a Q & A section at the end. The set up made the book easy to skim, but also a quick and accessible read. Also, I loved how it's a training tool. I can easily imagine using this with my staff (going over a chapter a month) to reinforce customer service and take the lessons from the examples and apply them to our business.
Mary Jane
Great book for anybody wanted to know how to tune into or turn around a less than pleasant customer. How to's galore.
Carol
May 10, 2010 Carol rated it really liked it
I am a bit behind since this was supposed to be my second quarter work related book. I liked it a lot and found myself doing a lot of nodding and wanting to mark key points. I know exactly who our Gladyses are and think this book provides a lot of real techniques to implement.
Traci
Oct 23, 2013 Traci rated it really liked it
Reading for work, but actually applies to every day situations (teachers, volunteers, etc). Repetitive but I like the inside view into company customer service philosophies and seeing what really works.
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Jun 25, 2012 Sara rated it it was ok
Had to read it for work otherwise I wouldn't have read it.
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Lori Jo
Apr 16, 2013 Lori Jo rated it it was amazing  ·  (Review from the author)
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Kara
Jun 25, 2012 Kara rated it it was amazing
Shelves: nonfiction
Very insightful and well-organized.
Chandra
Chandra rated it liked it
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Just came out in Paperback! 1 2 Apr 16, 2013 05:34AM  
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Marilyn Suttle is the President of Suttle Enterprises LLC, a personal and professional growth training firm, through which she has presented training workshops and keynotes to thousands across the country.

Her client list includes Fortune 500 companies such as Ford Motor Company, Pfizer Corporation, and Visteon; associations such as the American Cancer Society and the Association of Realtors; educa
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“For every dilemma, find at least three or four possible solutions. The creative process leads to better results.” 12 likes
“Even your most loyal customers always have a choice about where to take their business.” 8 likes
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