$PDF$/READ/DOWNLOAD Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan
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Every customer oriented business has its own Gladys; someone who demands more than most companies are able or willing to give, one who pushes front line service representatives' buttons, one who requires a higher degree of skill to manage. One who let's just say it can be difficult. Yet how is it that some businesses prove able no
