Who's Your Gladys?

Who's Your Gladys?

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Every customer-oriented business has its own Gladysa€”someone who demands more than most companies are able or willing to give, one who pushes front-line service representativesa€™ buttons, one who requires a higher degree of skill to manage. One whoa€”leta€™s just say ita€”can be difficult. Yet how is it that some businesses prove able not only to satisfy their a€œGladysa€, but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, Whoa€™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: a€c Create a culture that values compassionate connection with their customers a€c Use creative problem solving and emotional management skills to turn challenging situations into opportunities to strengthen relationships a€c Form strong bonds by paying close attention to peoplea€™s needs a€c Customize service to different market segments a€c Cement unbreakable customer relationships with absolutely anyone.How does ISCO ensure that its staff is in the proper mindset for providing the best customer service? Continuous learning and ... Even people who only answer phones on occasion are encouraged to take cus- tomer service training. Jimmy trusts employees ... has sent an administrative assistant, an accounts receivable specialist, the human resources manager, and a purchasing agent. When Chris Ulrichanbsp;...

Title:Who's Your Gladys?
Author:Marilyn SUTTLE, Lori Jo VEST
Publisher:AMACOM Div American Mgmt Assn - 2009-09-09


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