Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan
| Date: 28 April 2011, 06:08
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Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan
By Marilyn Suttle, Lori Jo Vest
* Publisher: AMACOM
* Number Of Pages: 240
* Publication Date: 2009-08-28
* ISBN-10 / ASIN: 0814414397
* ISBN-13 / EAN: 9780814414392
Product Description:
Every customer oriented business has its own Gladys; someone who demands more than most companies are able or willing to give, one who pushes front line service representatives' buttons, one who requires a higher degree of skill to manage. One who let's just say it can be difficult. Yet how is it that some businesses prove able not only to satisfy their 'Gladys', but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, "Who's Your Gladys?" reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place.
Summary: Exceeded my expectations
Rating: 5
I ordered this amazing book not even 24 hours before it arrived at my door...without paying the extra cost for fast shipping. It felt as someone hand delivered it the day I placed the order.
I am very satisfied with this purchase. It totally exceeded my expectations. The book is amazing, too.
Summary: A Customer Service Tour de Force
Rating: 5
Customer service is an often-overlooked aspect of doing business. But at a time when companies need all the clients they can get, it's time to bring it front and center. The practical, straightforward tips offered by Suttle and Vest are dead on, and they work. Anyone can implement them, and anyone can understand why they are valuable. The information is presented in an educational, easy-to-read format that is never preachy. It's also a fun read that lets you learn a bit about the inner workings of the organizations profiled. This book would be a welcome addition to anyone's business library.
Summary: A new classic on customer service
Rating: 5
I just finished reading this book cover to cover, and frankly you should too!
As a fellow customer service author, I see many books that focus on fluff about being a nice person but fall short on actionable advice. Who's Your Gladys is exactly the opposite: it gives detailed case studies on how 10 of the best companies deal with their most challenging customers - the "Gladys's" that every business has.
From how Singapore Airlines turns an 18-hour flight into a thoughtfully composed performance, to how co-author Vest leveraged a reputation for service recovery to help her video production firm become a tier-one supplier for the auto industry, this book breaks down the mechanics of great service with your worst customers into a real game plan, and closes with a summary of principles you can share with your entire team.
This is one of those books you should read with a pen and paper in hand, and put to work in your own business. Their simple but powerful idea that handling your worst customers will supercharge your success is accurate and compelling. -Rich Gallagher, author What to Say to a Porcupine and How to Tell Anyone Anything.
Summary: Good To Know!!
Rating: 5
Fantastic read for those who provide great customer service and for those of us who need to get through the customer service juggernaut1 Very well written as well as presented with a great deal of thought and care.
Summary: Having Real Examples Makes a Huge Difference
Rating: 5
The thing that I love about this book is the examination of different highly successful companies and their customer service practices. I get to learn from the successes and mistakes of other real people.
To me there's a lot more value in this format than a book that is written from a philosophical or academic perspective. Real world experience is the best teacher.
I would encourage anyone in business to read this book.
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