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Who's Your Gladys?
How To Turn Even The Most Difficult Customer Into Your Biggest Fan
Marilyn Suttle & Lori Jo Vest
Published: 01/10/09
ISBN13: 9780814414392
Publisher: Amacom
Page count: 240 pages
Format: Hardback
Availability: Normally ships in 1-2 weeks
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Every customer oriented business has its own Gladys; someone who demands more than most companies are willing to give, one who pushes front line service representatives' buttons, one who requires a higher degree of skill to manage. This book reveals how companies from a variety of industries avoid creating difficult customers in the first place.
