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The Journey to Wow
"Complacency is the enemy. Be as vigilant with your customers as you would your dearest friend." The Journey to WOW is an entertaining, humorous and deeply insightful guide to creating fierce customer loyalty, and transforming an organization's culture into one obsessed with customer experience. Using a unique business parable, WOW delivers penetrating "ah-ha" moments in a lighthearted, sometimes laugh-out-loud writing style. It will resonate with anyone who deals with customers in any type of organization--from the newbie part-time employee, to the corporate CEO.
Win at Work
In today's competitive work environment it is essential to get ahead and get noticed. We do have control over our success in life - we have an opportunity, every day, to change the odds in our favour. Win at Work covers all the areas that we can change and take into our own hands such as winning with people, winning in the workplace, team tips, rules for making great impressions, how to achieve success. Each section contains approximately 20 short chapters with research references from a number of countries and anecdotal stories from the author's experiences around the world.
Winning with the Employee from Hell
Annotation This guide helps managers determine which of their problem employees may need a little encouragement, a little direction, a full-fledged attitude adjustment, or to be set free. Managers learn how to work with a myriad of challenging personality types--from those who just can't seem to get the job done to negative, whiny, and uncooperative ones. Employers learn the importance of setting goals, observing and assessing performance, and responding with motivating and nonnegotiable performance standards.
Dealing with the Boss from Hell
'Dealing With The Boss From Hell' is a survival guide, with real-life strategies, for dealing with a difficult person in charge, including advice on how to stand up to them, talk honestly and directly, and if nothing works, how to get out quickly and cleanly.
Winning with the Boss from Hell
Annotation This job survival guide offers real-life strategies for dealing with the officious boss. Employees are introduced to the FIRST approach, which advocates flying below the radar, ignoring, retraining, standing one's ground, and talking turkey. Practical tactics are provided for dealing with a wide range of unique and nasty bosses, including "Coveting Your Butt 101, "Making Molehills out of Mountains," and "The Straw Man Strategy." These tips will help any employee deal with a difficult boss, whether ignorant, foul, selfish, loud, obnoxious, abrasive, incompetent, impatient, rude, incoherent, embarrassing, smelly, mean-spirited, sexist, or disrespectful, or any combination thereof.
Dealing with the Employee from Hell
Difficult employees can make someone question why they became a manager in the first place. Unpleasant, confrontational or undermining, they can stop a team achieving workplace goals. For some it is a performance issue - no matter how they are managed, they just don't get the job done. For others it's the attitude - they're negative, whiny, miserable and they drag everyone else down with them. Dealing with the Employee from Hell will help anyone to identify problem colleagues and how best to deal with them: those that need a little encouragement or direction, those that need serious attitude adjustment, and those that need to be 'set free'. A practical guide, Dealing with the Employee from Hell shows how to set motivating performance standards that will guarantee results. It will help anyone to set goals, observe performance, assess performance, and then respond with non-negotiable performance standards.
Winning with the Customer from Hell
Annotation Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening to customers, echoing the issue, sympathizing with the customer's emotional state, thanking the customer, evaluating one's opinion, and responding with a win-win solution.
Winning with the Caller from Hell
Effective and practical strategies for dealing with difficult, unmanageable customers on the telephone are offered in this essential guide for call center managers and other service-oriented positions. Advice on utilizing tone of voice to defuse conflict is provided, as well as 18 basic rules to follow in order to maximize caller satisfaction. A four-pronged approach known as LIFT—listening to customers, involving oneself in the situation, focusing on the issue, and thanking the customer—is explained. Making use of these time-tested techniques can turn even the most nightmarish patrons into devoted customers.
New Girl On The Job
What do Bobbi Brown, CEO of Bobbi Brown Cosmetics, Soledad O'Brien, co-host of CNN's American Morning, and Jill Herzig, executive editor of Glamour magazine, all have in common? They've all been the New Girl on the Job, just like you. And in this book, you'll gain access to their hard-won wisdom and strategies for success. In New Girl on the Job, author Hannah Seligson blows the lid off of one of the most common--and least discussed--topics facing young women today: Surviving and thriving in the workplace. Through interviews with some of the best and brightest businesswomen in the country, meticulous research, and one-on-one chats with hundreds of New Girls starting out in their careers, New...
Real Estate Agents, Beware!
This work shows agents how to structure their business in a manner that protects, deals, increases success, and keeps agents liability-free.
