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Who's your Gladys? : how to turn even the most difficult customer into your biggest fan / Marilyn Suttle and Lori Jo Vest.
Material type:
TextReference number: 2009013269Publication details: New York : American Management Association, c2009. Description: xiii, 224 p. ; 24 cmISBN: 9780814414392; 0814414397Other title: Who is your Gladys?Subject(s): Customer services | Customer relations | Interpersonal relations | Customer services -- Case studies | Customer relations -- Case studiesDDC classification: 658.8/12 LOC classification: HF5415.5 | .S885 2009
Contents:
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.
| Item type | Current library | Class number | Copy number | Status | Date due | Barcode | Item reservations | |
|---|---|---|---|---|---|---|---|---|
Book
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Main Library General Shelves | HF5415.5 .S885 (Browse shelf(Opens below)) | 1 | Available | 2000000936 |
Total reservations: 0
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.
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