TY  - BOOK
AU  - Suttle, Marilyn
AU  - Vest, Lori Jo
TI  - Who's your gladys: how to turn even the most difficult customer into your biggest fan 
SN  - 9780814414392
U1  - 658.812 
PY  - 2009///
CY  - New York
PB  - Astha Publishers and Distributors
KW  - Customer sevice
KW  - Management
ER  -