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"Let?s face it, dealing with customers isn?t easy. They aren?t always right?or even pleasant?but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations.Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers."

"Writing a winning proposal has always been an important part of sales. In recent years it has become vital. But many companies are still cranking out confusing, unpersuasive proposals and RFPs - few of which result in new clients or contracts. Now everyone can dramatically boost their success rate with the third edition of "Persuasive Business Proposals". This classic guide explains how to craft compelling messages and powerful proposals that attract prospects' attention and speak to their needs. The new edition includes more valuable information than ever before, including: essential questions for qualifying opportunities; ways to "power up" cover letters and executive summaries; advice for overcoming "value paranoia"; guidelines for incorporating proof into a proposal; and tips for winning renewal contracts. Most people find proposal writing to be tedious and time-consuming - and their documents show it. With clear instructions as well as before-and-after samples, "Persuasive Business Proposals" takes readers step-by-step through a highly effective process for writing customized packages that capture new business."

"Everyone puts multiethnic faces in marketing materials, but it's mostly a token gesture. Because even as the U.S. grows increasingly diverse, most professionals have little real knowledge of those different from themselves. "OtherWise" is a deep and engaging exploration of diversity in America and how we can bridge differences-across race, ethnicity, culture, sexual orientation, faith, and even politics. It goes far beyond census data into the realm of cognitive and social science, helping readers break through stereotypes and fears to a profound understanding of people unlike themselves. This is not touchy-feely stuff, but crucial information for businesspeople everywhere whose success depends on embracing the new realities of their workforce, their suppliers, and their customers. Readers will discover: What America's changing demography means for business; how unconscious biases shape behaviors and beliefs; how to connect across cultures, borders, and perspectives; and, how to move beyond tolerating differences to capitalizing on them. "OtherWise" strips away the barriers of "us" and "them," and lays bare profound truths for relating to others around us."

"No matter how much repeat business you get from loyal customers, the lifeblood of your business is a constant flow of new accounts. Whether you?re a sales rep, sales manager, or a professional services executive, if you are expected to bring in new business, you need a proven formula for prospecting, developing, and closing deals. New Sales. Simplified. is the answer. You?ll learn how to:? Identify a strategic, finite, workable list of genuine prospects? Draft a compelling, customer-focused ?sales story?? Perfect the proactive telephone call to get face-to-face with more prospects? Use email, voicemail, and social media to your advantage? Overcome?even prevent?every buyer?s anti-salesperson reflex? Build rapport, because people buy from people they like and trust? Prepare for and structure a winning sales call? Stop presenting and start dialoguing with buyers? Make time in your calendar for business development activities? And much morePacked with examples and anecdotes, New Sales. Simplified. balances a blunt (and often funny) look at what most salespeople and executives do wrong with an easy-to-follow plan for ramping up new business starting today."

"Negotiation is an essential element of almost all of our interactions - personally and professionally. This guide helps you learn how to: utilize the six key negotiating styles; harness the power of emotion in hammering out agreements; use time to your advantage; prepare like a pro and enter any negotiation from a position of strength and more."

"Managers who create positive, rewarding, high-energy environments reduce absenteeism and turnover while dramatically increasing productivity and quality.

This title reveals how to: ensure employees look forward to coming to work and feel passionate about what they do; challenge them with tasks that allow them to stretch; and more."

"Salespeople, consultants, managers, executives, entrepreneurs. . . Influence is a crucial tool for absolutely anyone seeking success and prosperity. But how can everyday people actually become more influential? Maximum Influence unlocks the secrets of the master influencers. Now in an all-new edition, the book combines scientific research with real-world studies, presenting the most authoritative and effective arsenal of persuasion techniques ever. Author and renowned expert Kurt Mortensen reveals the 12 Laws of Persuasion, explaining why each law works, how to use it, and what to avoid. You will learn about the law of dissonance, the law of contrast, the law of expectation?and nine other proven principles that consciously and unconsciously propel people to act. You willalso discover how to: ? Read anyone instantly? Get people to trust you instinctively? Change minds easily? And convince anyone to give you almost anything. With new case studies and cutting-edge influencing techniques, this is the ultimate guide to the art and science of getting exactly what you want?when you want."

"Let’s face it — who among us has only a single project? Multiple projects are the norm, not the exception, and there are very good reasons why this is so. A lot of projects simply aren’t big enough to justify the investment of a full-time project manager: having only one is impractical. Depending on the availability of resources, a multiple project environment can accomplish substantial work while lowering the overhead burden of project management by consolidating processes. In this book, you will learn how to recognize the characteristics and to manage effectively in each of these situations, how to plan and organize your work, how to influence other people who may not report to you in an official supervisory capacity, and how to get results. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.;"

"In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back - and those who don't soon discover that word spreads fast. This title shows managers and supervisors how to: find and retain service-oriented people; understand customer needs, expectations and desires; and more.;"

"William Rothwell honored with the ASTD Distinguished Contribution Award in Workplace Learning and Performance. As organizations strive to maximize efficiency to meet stringent budgets, a general "do more with less" mandate is no longer sufficient. Managers and executives must evaluate every process and every role, and do away with assumptions about how work gets done and who does it. Lean but Agile presents a system for analyzing work and selecting the ideal combination of cost-effective resources - employees, consultants, contractors, temporary workers, vendors - to accomplish it. The book advocates changes in hiring, goal - setting, learning and development, and performance management, and discusses the introduction, implementation, and management of lean work and agile staffing methods. It also explores the fundamental role technology can play in the transformation. Packed with practical advice, examples, guides, worksheets, diagrams, and metrics, Lean but Agile will help leaders, managers, and human resource professionals optimize their workforces while still achieving superior results."