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Authors of "Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan
"It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service."
- Publishers Weekly
Who's Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan Marilyn Suttle and Lori Jo Vest, foreword by Stewart Emery. Amacom, $22.95 (240p) ISBN 978-0-8144-1439-2
Compelling customer service practices all your customers—even Gladys—will thank you for!
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. Readers will discover how they can:
• Create a culture that values compassionate connection with their customers
• Use creative problem solving and emotional management skills to turn challenging situations into opportunities to strengthen relationships
• Form strong bonds by paying close attention to people's needs
• Customize service to different market segments
• Cement unbreakable customer relationships with absolutely anyone.
About the Authors
MARILYN SUTTLE (Novi, MI) is the founder of Suttle Enterprises LLC, through which she has taught thousands of people across the country how to have happier, more productive relationships with customers.
LORI JO VEST (Troy, MI) has been involved in relationship-based sales and customer service for over 20 years, most recently with television production studio Communicore Visual Communications.
