Taming Gladys! Book by Marilyn Suttle - Bookswagon
Home > Business & Economics > Business & management > Operational research > Taming Gladys!
Taming Gladys!

Taming Gladys!


     0     
5
4
3
2
1



International Edition


About the Book

Taming Gladys! The Busy Leader's Guide to Creating Fierce Customer Loyalty is a proven guide to creating lasting customer relationships, based on the practices of highly successful organizations that shared valuable lessons learned.

Companies can make significant improvements from a multi-part customer service course based on our real world findings. Even those with busy schedules and nonstop customer demands can use bite-sized lessons to train their teams in short meetings or through self-study. Taming Gladys is a customer service boot-camp-in-a-book that busy leaders can use to take their service team's skills to the highest levels.

This curriculum was piloted with a variety of companies, from a crew of field service technicians to online customer service providers. The material was enhanced based on their feedback.

"Marilyn Suttle and Lori Jo Vest have created an essential customer experience training program in book form. It gives leaders and managers a creative approach to service excellence that will be immensely helpful to any organization, large or small!" - Josh Linkner, NYT Bestselling Author & Tech Entrepreneur

"Powerful activities and insights to fuel passion, purpose and the desire to serve with excellence." - Jack Canfield, Bestselling Author of "The Success Principles" & Originator of the "Chicken Soup for the Soul(R)" Series

"A must-have customer service resource. An easy-to-use guide to creating customer loyalty." - Shep Hyken, Customer Service Expert & Author of "Amaze Every Customer Every Time"

"All boot camps are about creating solid discipline and learning important fundamentals. Taming Gladys provides both of these in a fashion that enlists, enlightens and expands the capacity and competence for service excellence." - Chip R. Bell, Author, "Sprinkles: Creating Awesome Experiences Through Innovative Service"

"In their #1 customer service bestseller, 'Who's Your Gladys?', Marilyn and Lori taught us the real secret of great service: taking care of your crabbiest customers. Now in 'Taming Gladys!' they take you backstage and teach you the psychology of making excellent service happen with every customer. Based on their own successful training programs, it is rich with case studies, examples and action plans. If you work with customers, you need this book!" - Rich Gallagher, LMFT, Author of "The Customer Service Survival Kit" & "What to Say to a Porcupine"

"If you've read 'Who's Your Gladys?' (and if you haven't, you need to), this is the action-packed guide to bringing your Gladys strategy to life, for the sake of your customers, your business and your sanity!" - Micah Solomon, Author, consultant, speaker

"Congratulations! Marilyn and Lori Jo, on yet another home run with this invaluable marketable customer service education and implementation tool you've created and absolute must have for business and professional leaders who want to create an oasis customer service utilizing crystal clear step by step transformational manifesto. This brilliant insight into the skills of terrific customer experience is a must and easy read to all those willing to achieve service excellence." - Brian Lee, CSP, CEO and Founder of Custom Learning Systems

"Marilyn and Lori Jo's course was a wonderfully refreshing experience for my entire customer service team. We walked away from each lesson energized, with actionable advice we could put into practice immediately. It's since become a regular part of our new employee training, and many of the concepts have become crucial pieces of our team philosophy. And the course doesn't just propose high-level ideologies; it explains how to take values like compassion, rapport and credibility, and make them common practice in your organization. I loved it, and highly recommend it for anyone who wants to improve their customer relationships." - Nykki Yeager, Customer Care Manager, Ipsy
About the Author:

MARILYN SUTTLE: Marilyn Suttle is an international conference speaker and CEO of Suttle Enterprises, a personal and professional growth training firm based in Metro Detroit. For nearly twenty years, she has trained thousands on relationship strengthening communication, customer service and success strategies. Marilyn's clients have won industry awards, raised customer satisfaction levels and gotten lasting results in reducing stress and experiencing greater success and self-fulfillment.

She's also a social media pro, humanizing the online connection. Her advice has been featured on TV news, and print media including U.S. News & World Report, Ladies Home Journal, and Inc. Magazine, to name a few.

LORI JO VEST: Lori Jo Vest began her career over twenty-five years ago, working in sales, service and management positions for companies that serve the communications needs of international corporations. She developed her customer service savvy while running a television production studio, a position that required long term customer relationships in order to ensure the company's stability and profitability. During her tenure in commercial and corporate production, she won a local Emmy Award, as executive producer for a marketing piece promoting the studio she managed.

Lori's passion for marketing and social media has led her to her current "day job," serving as a social media copywriter and conversation manager for global brands. She's been sourced as an expert on both management and marketing topics in Time, Inc., Ladies Home Journal, Lowes' for Pros and several other publications.


Best Sellers



Product Details
  • ISBN-13: 9781502421265
  • Publisher: Createspace Independent Publishing Platform
  • Publisher Imprint: Createspace Independent Publishing Platform
  • Height: 229 mm
  • No of Pages: 112
  • Series Title: English
  • Sub Title: The Busy Leader's Guide to Creating Fierce Customer Loyalty
  • Width: 152 mm
  • ISBN-10: 1502421267
  • Publisher Date: 03 May 2016
  • Binding: Paperback
  • Language: English
  • Returnable: N
  • Spine Width: 6 mm
  • Weight: 209 gr


Similar Products

Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
Taming Gladys!
Createspace Independent Publishing Platform -
Taming Gladys!
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Taming Gladys!

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    New Arrivals



    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!