Publisher's Synopsis
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
