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Suttle Marilyn, Vest Lori Jo:
Who's Your Gladys?

How To Turn Even The Most Difficult Customer Into Your Biggest Fan

Amacom (United States), 2009
Hardback, 240 pages
Size: 236x160 mm
ISBN: 9780814414392
ISBN-10: 0814414397

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Who's Your Gladys?

Every customer oriented business has its own Gladys; someone who demands more than most companies are willing to give, one who pushes front line service representatives' buttons, one who requires a higher degree of skill to manage. This book reveals how companies from a variety of industries avoid creating difficult customers in the first place.

Related links:

Marilyn Suttle
Lori Jo Vest
Customer services
Sales & marketing
Business & management
Economics, finance, business and industry
Amacom

More information from Wikipedia:

Marilyn Suttle
Lori Jo Vest
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