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Suttle, Marilyn.

Who's your Gladys? : how to turn even the most difficult customer into your biggest fan / Who is your Gladys? Marilyn Suttle and Lori Jo Vest. - New York : American Management Association, c2009. - xiii, 224 p. ; 24 cm.

Includes bibliographical references and index.

Professional movers: who's your Gladys? -- The Canfield Companies: where's my refrigerator? -- Paul Reed Smith Guitars: starting from scratch -- Singapore Airlines: the tea service tells the story -- ISCO Industries: a good manhole is hard to find -- The Green Company: who's going up the ladder? -- Preston Wynne Spa: massaging egos -- ClearVision Optical: SurveyMonkey around -- Sky Lakes Medical Center: take, don't tell -- Communicore Visual Communications: the happy challenge -- A final review -- The practical points -- Recommended "who's your Gladys?" resources.

ISBN: 9780814414392 0814414397

LCCN: 2009013269

Nat. Bib. No.: GBA969645 bnb

Nat. Bib. Agency Control No.: 015326949 Uk

Subjects--Topical Terms:
Customer services.
Customer relations.
Interpersonal relations.
Customer services--Case studies.
Customer relations--Case studies.

LC Class. No.: HF5415.5 / .S885 2009

Dewey Class. No.: 658.8/12