Who's your Gladys? : how to turn even the most difficult customer into your biggest fan / Marilyn Suttle and Lori Jo Vest.

Who is your Gladys?

New York : American Management Association, [2009], ©2009.

xiii, 224 pages ; 24 cm

Professional movers: who's your Gladys? -- The Canfield Companies: where's my refrigerator? -- Paul Reed Smith Guitars: starting from scratch -- Singapore Airlines: the tea service tells the story -- ISCO Industries: a good manhole is hard to find -- The Green Company: who's going up the ladder? -- Preston Wynne Spa: massaging egos -- ClearVision Optical: SurveyMonkey around -- Sky Lakes Medical Center: take, don't tell -- Communicore Visual Communications: the happy challenge -- A final review -- The practical points -- Recommended "who's your Gladys?" resources.

Includes bibliographical references and index.