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Author: Marilyn SUTTLE Publisher: AMACOM Div American Mgmt Assn ISBN: 0814414419 Category : Business & Economics Languages : en Pages : 242
Book Description
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.
Author: Marilyn SUTTLE Publisher: AMACOM Div American Mgmt Assn ISBN: 0814414419 Category : Business & Economics Languages : en Pages : 242
Book Description
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.
Author: Marilyn Suttle Publisher: Createspace Independent Publishing Platform ISBN: 9781484009413 Category : Customer relations Languages : en Pages : 0
Book Description
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. EDITORIAL REVIEWS: From Publishers Weekly:"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 Chicken Soup for the Soul fame), Singapore Airlines, a polyethylene piping product supplier, a spa, an eyeglass distributor and a medical center among them-the authors show companies how to win over Gladys, develop strong client relationships and deliver the superior service that will help them through an economic crisis. 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. "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 From Corp! Magazine, Detroit, MI:"This is a fast-paced and readable book on customer relationship building. The authors are effective communicators on the subject, and the real-life stories make for a solid book on the topic." --Corp! Magazine From Accounting Today:"[Who's Your Gladys?] offers plenty of useful advice on turning the people who pay your bills into your biggest fans." --Accounting Today Selected by Customer Service Newsletter as one of the best customer service books of 2009: "Who's Your Gladys? offers not only a detailed look at how customer service works at several successful companies, it provides a convenient blueprint for how to examine and benchmark your own customer service operations."
Author: Elaine Dundy Publisher: Univ. Press of Mississippi ISBN: 1496847210 Category : Biography & Autobiography Languages : en Pages : 252
Book Description
Who on the planet doesn't know that Elvis Presley gave electrifying performances and enthralled millions? Who doesn't know that he was the King of Rock 'n' Roll? But who knows that the King himself lived in the thrall of one dominant person? This was Gladys Smith Presley, his protective, indulgent, beloved mother. Elvis and Gladys, one of the best researched and most acclaimed books on Elvis's early life, reconstructs the extraordinary role Gladys played in her son's formative years. Uncovering facts not seen by other biographers, Elvis and Gladys reconstructs for the first time the history of the mother and son's devoted relationship and reveals new information about Elvis—his Cherokee ancestry, his boyhood obsession with comic books, and his early compulsion to rescue his family from poverty. Coming to life in the compelling narrative is the poignant story of a unique boy and the maternal tie that bound him. It is at once an intimate psychological portrait of a tragic relationship and a mesmerizing tale of the early years of an international idol. “For once, a legend is presented to us by the mind and heart of a literate, careful biographer who cares,” wrote Liz Smith in the New York Daily News when Elvis and Gladys was originally published in 1985. This is the book, Smith says, “for any Elvis lover who wants to know more about what made Presley the man he was and the mama's boy he became.” The Boston Globe called this thoughtful, informative biography of one of popular music's most enduring stars “nothing less than the best Elvis book yet.”
Author: Christine Hunter Publisher: Moody Publishers ISBN: 1575675331 Category : Biography & Autobiography Languages : en Pages : 134
Book Description
A solitary woman. A foreign country. An unknown language. An impossible dream? No! With no mission board to support or guide her, and less than ten dollars in her pocket, Gladys Aylward left her home in England to answer God's call to take the message of the gospel to China. With the Sino-Japanese War waging around her, she struggled to bring the basics of life and the fullness of God to orphaned children. Time after time, God triumphed over impossible situations, and drew people to Himself. In Gladys Aylward: My Missionary Life in China, Gladys tells her story—a remarkable tale of one woman's determination to serve God at any cost. A true story of a determined missionary, Gladys Aylward: My Missionary Life in China will challenge you to bold and expectant faith.
Author: Gladys Hunt Publisher: Zondervan ISBN: 0310872669 Category : Religion Languages : en Pages : 212
Book Description
Vibrates with encouragement for women who want to explore and enjoy the world of booksGladys Hunt, long-time advocate of reading and author of the cherished Honey for a Child’s Heart, has written this new book for busy women who want a wider worldview and stimulus for intellectual and emotional growth. Honey for a Woman’s Heart explores:* The wonder of words, language, and reading* What good books offer thoughtful readers* What makes a good book* The value of reading fiction* Best books in genres of fiction, nonfiction, spirituality, and poetry* How to enjoy the best of books: the Bible* The pleasure of sharing books with others* Something for everyone, no matter what age or reading experience* Recommendations for over 500 books to enjoyPleasant words are a honeycomb, sweet to the soul and healing to the bones. Proverbs 16:24
Author: Pat Williams Publisher: Health Communications, Inc. ISBN: 0757305458 Category : Language Arts & Disciplines Languages : en Pages : 326
Book Description
With a deluge of electronic conveniences and cable channels well into the hundreds, it's no wonder that many people aren't sitting down with a good old-fashioned book more often. Motivational speaker and lifelong reader Pat Williams is changing all of that, in this energetic book, Read for Your Life. With anecdotes and interviews from some of today's greatest icons in business, sports and academia, including Phoenix Suns' star Steve Nash (voted NBA's Most Valuable Player in 2005-06), Yankees' star Alex Rodriguez, Grant Hill of the Orlando Magic and former New York City mayor Rudy Guiliani, Read for Your Life will help readers discover how reading can enhance their personal and professional thinking. Read for Your Life features 11 ways to transform one's life through books. - Publisher.
Author: Adam Rubin Publisher: Penguin ISBN: 0593325605 Category : Juvenile Fiction Languages : en Pages : 49
Book Description
From the mega-bestselling author of Dragons Love Tacos and the mega-bestselling illustrator of The Legend of Rock Paper Scissors, comes this hilarious new picture book about an irresistible chicken who unexpectedly finds herself on an epic journey during Ancient Times. Gladys the chicken must be magic. After all, for everyone who encounters her, a wish is granted. The Shepherd Boy wishes to be beautiful, the Brave Swordsman wishes to join the Royal Guard, the Purple Pooh-bah wishes for his only daughter to be happy, and the Learned Princess wishes to escape the palace. And one by one, each of these wishes comes true. But . . . is Gladys really magic? Or is everyone making their own fortune? Either way, it adds up to one heck of an adventure for a chicken named Gladys. Blending a classic storybook feel with a thoroughly modern sense of humor, this side-splitting read aloud is perfect for anyone who wishes to see magic in the world—even if they are only looking at a chicken.
Author: Tara Dairman Publisher: Penguin ISBN: 1101600888 Category : Juvenile Fiction Languages : en Pages : 290
Book Description
An Amazon Best Book of the Month: July 2014 An Amazon Editors’ Pick for Middle Grade Summer Reading “A scrumptious gem of a story!”—Jennifer A. Nielsen, New York Times bestselling author of The False Prince Meet Gladys Gatsby: New York’s toughest restaurant critic. (Just don’t tell anyone that she’s in sixth grade.) Gladys Gatsby has been cooking gourmet dishes since the age of seven, only her fast-food-loving parents have no idea! Now she’s eleven, and after a crème brûlée accident (just a small fire), Gladys is cut off from the kitchen (and her allowance). She’s devastated but soon finds just the right opportunity to pay her parents back when she’s mistakenly contacted to write a restaurant review for one of the largest newspapers in the world. But in order to meet her deadline and keep her dream job, Gladys must cook her way into the heart of her sixth-grade archenemy and sneak into New York City—all while keeping her identity a secret! Easy as pie, right?
Author: Marilyn SUTTLE
Author: Marilyn SUTTLE
Author: Marilyn Suttle
Author: Elaine Dundy
Author: Christine Hunter
Author: Gladys Hunt
Author: Pat Williams
Author: Gladys Mitchell
Author: Adam Rubin
Author: Gladys Hasty Carroll
Author: Tara Dairman