Wow! eBook
Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan
Author(s): Marilyn Suttle (Author), Lori Jo Vest (Author)
- Publisher: CreateSpace Independent Publishing Platform
- Publication Date: 13 April 2013
- Edition: First Edition
- Language: English
- Print length: 240 pages
- ISBN-10: 148400941X
- ISBN-13: 9781484009413
Book Description
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.”
Editorial Reviews
About the Author
Suttle and Vest take a down-to-earth, works-in-real-life approach to unlocking the mystery behind customer attraction and retention.
MARILYN SUTTLE: Marilyn Suttle is the President of a personal and professional growth training firm,(Suttle Enterprises LLC)through which she has presented training workshops and keynotes to thousands. From customer service to work/life balance, her relationship expertise helps people learn how to talk in ways that gain cooperation, inspire personal excellence, and create connected relationships both at work and at home.
Her client list includes Fortune 500 companies, associations, universities, and small to mid-sized companies in advertising, financial and health care industries. Suttle is a Past President of the National Speakers Association, Michigan chapter. She has been mentored by Jack Canfield, and has participated in his Breakthrough to Success training programs since 2004.
Marilyn’s work/life success coaching helps free leaders from habits that no longer line up with their passions, strengths and desires.
Marilyn is an inspirational thought leader who believes that cultivating a successful mindset is critical to success. She places equal emphasis on the continuous learning of communication skills for a happier, more productive life at work, and at home.”
LORI JO VEST: Since most of her 20-year career has been spent in business-to-business sales positions involving high levels of day-to-day customer contact, Lori has developed extensive expertise in customer service and business development. She currently consults with businesses on methods to enhance their sales and customer service efforts. Her approach to both positions is one of personal connection and long term relationship building.
Besides her sales and customer service work, Vest serves as a social media community manager for two national brands, engaging consumers on social channels like Facebook and Twitter to build relationships and loyalty.
