WHO’S YOUR GLADYS?: HOW TO TURN EVEN THE MOST DIFFICULT CUSTOMER INTO YOUR BIGGEST FAN

Book ID/图书代码： 00431009B31780

English Summary/英文概要：

Chinese Summary/中文概要： 行銷專家和企管顧問一致選評好書
是那位客戶能幫助你公司未來的業績與發展!!
是你的忠實老客戶or 挑剔難纏的客戶??

在各種工作場合，尤其是一家公司的客服部，你是否經常會感到滿腹的心酸和委屈? 被「奧客」百般刁難，而又無處抒發壓力? 尤其「奧客」更是服務業人員最常碰到的難題。本書由人際關係專家，提出給讀者的建議，你將發現一家公司成長的動力，往往來自這些百般刁難的「奧客」! 作者以實際案例、客戶的抱怨信函和小故事來研究這些難纏的客戶對一家公司的影響與發展。
本書中的一家公司時常收到一位名字為Gladys的老太太寫得抱怨信，搞得客服部門一個頭兩個大，但是只要反向思考，你將發現有些「奧客」的抱怨往往是給公司最直接的建議，而有效的處理這些客戶的難題，變將使一家公司更有機會在競爭的市場發展獲利。更甚者，使難纏的「奧客」變為公司的忠實客戶。從作者的建議中你將學習到如何經營自己的人際關係、夥伴與客戶的相處方法、如何定位公司價值，你將發現公司進步成長的空間來自「奧客」最忠實的建議。
作者提出的真實案例，讀者將可從中發現:
◆創造公司與客戶的溝通價值
◆將危機化為轉機 強化公司與客戶的關係
◆如何與客戶建立關係 挖掘客戶潛在需求
◆打造與一般市場上不同的優秀服務
◆如何鞏固老客戶的忠誠度(CL)

Awards/获奖情况：“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

"[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."

About the Author/作者介绍： Maarilyn 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 rela tion ships with customers.

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.

Format:HARDCOVER

Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE

Complex/Traditional Chinese/繁体中文：AVAILABLE(到期可授)

Sales in other countries/其他国家销售情况：

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