Whos Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan
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They answered every question we asked. We were amazed at their commitment to helping others by sharing their thoughts and recommendations so intimately. While the companies that participated in this project come from different industries and have widely disparate methods, they have several core elements in common. Each of these organizations has an overall commitment to honoring its customers, its employees, and its vendors.
All of them humanize the workplace and value customer relationships a focusing on providing a positive emotional experience. They value caring and kindness, rather than just getting the next dollar. An abundance of wealth, higher rankings in your industry, and greater retention of highquality staff are happy side effects of focusing on what really matters.
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These companies are dedicated to providing the best possible service to their customers, and they are steadfast in their efforts at continuous improvement. They do business with passion, with integrity, and in a way that generates goodwill. Their methods can be applied in any business a including yours. The best part? This book gives you concrete steps that you can take now to bring exceptional customer service to your company. For example, the Canfield Training Group shared how it manages workshops with hundreds of participants, some of whom make outrageous demands.
[PDF] Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan
It demonstrates how compassion solidifies client relationships, shows how tough love can be used to guide customer behavior, and offers an inspiring role model for emotion management skills in its director of training, Jesse Ianniello. Another chapter focuses on Singapore Airlines, a global airline carrier that places a strong emphasis on delighting its customers by continually exceeding their expectations.
Its employees are well trained and well managed. They love caring for their travelers in a way that makes even the longest transoceanic flight feel refreshing and worth an increased ticket price. Continuous improvement is a hallmark of all exceptional companies.
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And while you will learn many tactics for improving aspects of your business, there is also a vital personal growth aspect of customer service. Your efforts toward advancing your mood management and relationship skills will have a direct and significant impact on your professional growth. And your Gladys will thank you for it. Why Marilyn and Lori?
Show related SlideShares at end. 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? In addition to the restaurant, Harry owns a management consulting practice, offers executive coaching, and has earned a PhD in psychology. To ask other readers questions about Who's Your Gladys? Watch this trailer about our customer service book to learn more about Taming Gladys:.
Media Kit Advertise with Us. Book Review. Yet how is it that some businesses prove able to not only satisfy their "Gladys," but turn her into one of their most loyal, utterly pleased customers? Marilyn Suttle Novi, MI is the founder of Suttle Enterprises LLC, through which she has taught thousands of people across the country how to have happier, more productive relationships with customers. Then the authors give you their answers on the following pages. They conclude with current viewpoints on customer service.
The workbook-style question and self-answer pages were not my preferred method of learning, but would work well as discussion points for groups that are training together.
I recommend this book to anyone who wants to learn how other people successfully achieve excellent customer service … because we all have difficult customers. Back to top.
How to Turn Even the Most Difficult Customer into Your Biggest Fan [Marilyn Who's Your Gladys? and millions of other books are available for Amazon Kindle. How to Turn Even the Most Difficult Customer into Your Biggest Fan [Marilyn its own Gladys; someone who demands more than most companies are able or.
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