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 anyone