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Wer sind deine Gladys? : So machen Sie selbst den schwierigsten Kunden zu Ihrem...
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eBay-Artikelnr.:226666591221
Artikelmerkmale
- Artikelzustand
- ISBN
- 9780814414392
Über dieses Produkt
Product Identifiers
Publisher
Amacom
ISBN-10
0814414397
ISBN-13
9780814414392
eBay Product ID (ePID)
73445396
Product Key Features
Book Title
Who's Your Gladys? : How to Turn Even the Most Difficult Customer Into Your Biggest Fan
Number of Pages
240 Pages
Language
English
Publication Year
2009
Topic
Customer Relations, Interpersonal Relations
Genre
Business & Economics, Psychology
Format
Hardcover
Dimensions
Item Height
2.5 in
Item Weight
17.6 Oz
Item Length
9.2 in
Item Width
6.1 in
Additional Product Features
Intended Audience
Trade
LCCN
2009-013269
eBook Format
Portable Document Format
Dewey Edition
22
Reviews
"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." --Customer Service News, "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, 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.", "[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.", "[ Who's Your Gladys? ] offers plenty of useful advice on turning the people who pay your bills into your biggest fans." -- Accounting Today, "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, "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, "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
Number of Volumes
1 vol.
Dewey Decimal
658.8/12
Synopsis
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., 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. "
LC Classification Number
HF5415.5.S885 2009
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droghedausa
100% positive Bewertungen•6.7 Tsd. Artikel verkauft
Angemeldet als privater VerkäuferDaher finden verbraucherschützende Vorschriften, die sich aus dem EU-Verbraucherrecht ergeben, keine Anwendung. Der eBay-Käuferschutz gilt dennoch für die meisten Käufe.
Beliebte Kategorien in diesem Shop
Verkäuferbewertungen (3'793)
- *****- Bewertung vom Käufer.Letzter MonatBestätigter KaufCame quickly and was wrapped well!
- *****- Bewertung vom Käufer.Letzter MonatBestätigter KaufBooks are in great shape . Exactly what I ordered. Shipped well and it packed in a great way.
- *****- Bewertung vom Käufer.Letzter MonatBestätigter KaufItem as described, fast shipping, totally hassle-free experience. Buy with confidence.