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

Marilyn Suttle, Lori Jo Vest

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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.

Produktfakta

Språk Engelsk Engelsk Innbinding Innbundet
Utgitt 2009 Forfatter Lori Jo Vest, Marilyn Suttle
Forlag
Amacom
ISBN 9780814414392
Antall sider 240 Dimensjoner 16cm x 23,8cm x 2,4cm
Vekt 501 gram Leverandør Bertram Trading Ltd
Emner og form Customer services