Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan - Hardcover

Suttle, Marilyn; Vest, Lori Jo

Hardcover

ISBN 10: 0814414397 ISBN 13: 9780814414392

Publisher: Amacom Books, 2009

Synopsis

Discusses how to satisfy difficult customers and develop their loyalty during a tough economy, using case studies of ten companies with noteworthy customer service success.

About this title

Book 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. Readers will discover how they can:

· Create a culture that values compassionate connection with their customers

· Use creative problem solving and emotional management skills to turn challenging situations into opportunities to strengthen relationships

· Form strong bonds by paying close attention to people’s needs

· Customize service to different market segments

· Cement unbreakable customer relationships with absolutely anyone.

From the Inside Flap:

Here she comes: Maybe her name’s Gladys, maybe it’s Tom, Tiffany, or Niles. But whatever his or her moniker, this person’s cranky, irascible presence is bound to send even the best, most dedicated customer service professionals running for cover!

Every company’s customer service department has its own “Gladys”: someone who’s picky, cantankerous, difficult...and seemingly impossible to please. But not only is it possible to please Gladys (and complete an entire transaction involving her without any serious bloodshed), this book shows you how you can transform even Gladys into one of your most loyal, utterly satisfied customers.

Who’s Your Gladys? focuses on creative problem solving and down-to-earth emotional management skills for creating stronger customer relationships. Packed with real-world stories from successful companies and skilled service providers, this transformative, eye-opening book provides you with compelling customer service practices and approaches all your customers will appreciate. You’ll learn how to:

· Create a companywide culture that values compassionate connection with your customers

· Turn challenging situations into opportunities to strengthen personal relationships

· Form strong bonds with your customers by paying close attention to their needs...even when they’re not aware of them themselves!

· Customize your services to different market segments

· Cement unbreakable customer relationships...with absolutely anyone!

Featuring self-evaluation checklists, key point summaries, and Q&A sections at the end of each chapter, Who’s Your Gladys? leaves behind the academic theory and typical “be nice” fluff in favor of providing you with keen insight and substantive, do-it-now actions you can use to immediately strengthen your business and grow your customer retention rate. Here you’ll find the stories of large and small companies in a variety of industries that have experienced significant sales increases due to their customer care, won industry accolades for superior customer service, and undergone radical transformations that took their customer service to new levels...all through winning attitudes and unparalleled commitment.

Who’s Your Gladys? reveals how you and your company can make specific, targeted shifts in your methods to consistently provide positive emotional experiences for everyone you come in contact with, simply by valuing long-term relationships, rather than just getting the next dollar. (Of course, an abundance of wealth, stratospheric rankings in your industry, and a higher retention of quality staff are just the happy side effects of focusing on what really matters!)

When times are tough and customer dollars are scarce, it’s the companies with exceptional customer service that weather the storm. If you want to keep your customers coming back and happily recommending you to others, now is the time to ramp up your customer service to the highest possible level. Who’s Your Gladys? unlocks the mystery behind “soothing the savage beast” that is your most difficult customer...and gives you the tools you need to orchestrate a symphony of great service and delighted customers for a long time to come.

MARILYN SUTTLE 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, coworkers, and their families. She lives in Novi, Michigan.

LORI JO VEST has been involved in relationship-based sales and customer service for over 20 years, most recently with television production studio Communicore Visual Communications. She lives in Troy, Michigan.

About this edition

• Publisher: Amacom Books
• Publication date: 2009
• ISBN 10: 0814414397
• ISBN 13: 9780814414392
• Binding: Hardcover
• Number of pages: 224