TY  - BOOK
AU  - Suttle,Marilyn
AU  - Vest,Lori Jo
TI  - Who's your Gladys?: how to turn even the most difficult customer into your biggest fan 
SN  - 9780814414392
AV  - HF5415.5 .S885 2009
U1  - 658.8/12 22
PY  - 2009///
CY  - New York
PB  - American Management Association
KW  - Customer services
KW  - Customer relations
KW  - Interpersonal relations
KW  - Case studies
N1  - 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
ER  -