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 not only to satisfy their “Gladys”, but turn her into one of their most loyal, utterly pleased customers? 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 absolutely anyone.
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 not only to satisfy their “Gladys”, but turn her into one of their most loyal, utterly pleased customers? 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 absolutely anyone.
A sexy western historical romance by New York Times bestselling author Lori Handeland. If you liked the Magnificent Seven, you'll love the Rock Creek Six! Six elite Confederate soldiers band together after the War Between the States, hiring out their guns to protect lawless towns. Violence is all they know, until they make their way to Rock Creek, Texas. Nate Lang is a preacher turned gunfighter. Not one of the men who rides at his side knows what turned Nate from God to the gun and then the bottle. None of them ask. They all have their secrets, and Nate deserves his. Jo Clancy, daughter of the disgraced Rock Creek reverend, has loved Nate from the moment she met him. When others give up, Jo is always there, determined to show him that life is worth living and love is worth anything. When Nate doesn't return from a job in Mexico, Jo fears the worst and travels there alone to find him. Upon their return to Rock Creek, circumstances lead to a marriage of convenience. Together they minister to the people of the town. Is a new life enough to draw Nate away from his darkness? Will he ever see the light? Fans of Cynthia Roberts, Isabel Keats and Kirsty McCafrey will love this gritty, steamy, emotional tale of the Old West.
Bestselling author Lori Copeland weaves together elements of a wonderful, classic Western romance with themes of forgiveness and grace. Falsely convicted of bank robbery, drifter Johnny McAllister is sent to a rehabilitation program in the home of a California judge. When he goes to Judge McMann’s home, his aim is to be a model prisoner, hoping to be released early and return to his life's mission: to kill the man who wiped out his family 15 years before. He’s planned for everything...except his encounter with Ragan, the beautiful and kind housekeeper, and with the generous folks of Barren Flats. But can Johnny let go of his anger and embrace a new life? One that would include Ragan as his bride? This tender story reveals how even the hard law of the land doesn’t stand a chance when God’s mercy and true love come to reside in a heart. Formerly titled The Bride of Johnny McAllister, rewritten for the inspirational market.
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