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3301. |  Telephone Skills that Satisfy Customers: Unleash the Full Potential of the Telephone By: Rick Conlow; Doug Watsabaugh Publisher: Axzo Press Publication Date: 04-DEC-2009 Insert Date: 24-AUG-2011 Slots: 1.0 | Overview: Telephone Skills that Satisfy Customers: Unleash the Full Potential of the Telephone
They've been around since 1876. They're on every wall, desk and pocket in your life now. It's easy to take the phone for granted. But with the millions companies spend to reach people on TV, radio, the internet and direct mail, it only takes one bad moment through the phone to lose a customer forever. Learn how to use the telephone properly and professionally and create telephone moments of magic for your customers.
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3302. |  SuperSTAR Customer Service: It's all About C.A.R.E. By: Rick Conlow; Doug Watsabaugh Publisher: Axzo Press Publication Date: 06-NOV-2009 Insert Date: 24-AUG-2011 Slots: 1.0 | Overview: SuperSTAR Customer Service: It's all About C.A.R.E.
Without loyal customers, a business doesn't exist. Therefore, the true purpose of every business is to create the highest level of customer satisfaction and loyalty. Simply put, Customers Are Really Everything—C.A.R.E. Learn the five Moments of Magic to achieving SuperSTAR customer service and how to manage each consistently. The time is now.
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3303. |  Creating a High Performance Team: Gain the Skills of Today's Successful Leaders By: Rick Conlow; Doug Watsabaugh Publisher: Axzo Press Publication Date: 06-NOV-2009 Insert Date: 24-AUG-2011 Slots: 1.0 | Overview: Creating a High Performance Team: Gain the Skills of Today's Successful Leaders
Companies have become increasingly complex—both geographically and operationally. Old top-down leadership styles need to be replaced with two-way communication and collaboration. Learn the specific tasks you'll need to orchestrate in order to lead teams successfully in today's organizations.
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3304. |  Becoming a Successful Supervisor: Develop Essential People Skills By: Rick Conlow; Doug Watsabaugh Publisher: Axzo Press Publication Date: 06-NOV-2009 Insert Date: 24-AUG-2011 Slots: 1.0 | Overview: Becoming a Successful Supervisor: Develop Essential People Skills
Becoming a supervisor for the first time usually comes with mixed emotions anda lot of questions. Will you be able to help others in ways no one did for you? Can you manage people effectively when they used to be your peers? Where do you start? Get the answers to all your questions and learn to be an effective and confident leader.
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3305. |  Achieving Supervisory Excellence: Be the Leader your People Need By: Rick Conlow; Doug Watsabaugh Publisher: Axzo Press Publication Date: 06-NOV-2009 Insert Date: 24-AUG-2011 Slots: 1.0 | Overview: Achieving Supervisory Excellence: Be the Leader your People Need
Business is moving faster. The economy is getting tougher. Competition is more intense. Simply put: the need for excellent supervisors is stronger than ever before. Become the supervisor your company and your people need right now. Learn how to be more effective and how to significantly increase the productivity and performance of your employees.
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3306. |  Team Building: Turn Personal Strengths into Group Success, Fifth Edition By: Robert B. Maddux; Barb Wingfield; Deborah A. Osgood Publisher: Axzo Press Publication Date: 23-NOV-2009 Insert Date: 24-AUG-2011 Slots: 1.0 | Overview: Team Building: Turn Personal Strengths into Group Success, Fifth Edition
A group is just people working together. A team is pooling the unique skills and insights of every member to achieve common goals. That's why team building is one of the most essential ways to boost productivity. Learn how to build effective teams from the ground up and then manage everyone's efforts to maximize results.
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3307. |  Mentoring: Make it a Mutually Rewarding Experience, Fourth Edition By: Gordon F. Shea; Stephen C. Gianotti Publisher: Axzo Press Publication Date: 30-OCT-2009 Insert Date: 24-AUG-2011 Slots: 1.0 | Overview: Mentoring: Make it a Mutually Rewarding Experience, Fourth Edition
Mentoring isn't what it used to be. In today's high-tech, global economy, the days of stiff hierarchy and loyalty to the status quo are long gone. Today's mentors understand that they have as much to gain from building close working relationships and sharing their experience with others as they have to give. Whether you are entering an informal arrangement or a formal training program, learn how to make mentoring more meaningful for everyone.
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3308. |  Making the Most of Being Mentored: Mentors Help. Mentees Do, Second Edition By: Gordon F. Shea; Stephen C. Gianotti Publisher: Axzo Press Publication Date: 30-OCT-2009 Insert Date: 24-AUG-2011 Slots: 1.0 | Overview: Making the Most of Being Mentored: Mentors Help. Mentees Do, Second Edition
As skilled, educated and motivated as you are, learning from someone who knows the ins and outs of your organization and your industry can be a powerful business asset. But the responsibility to find that person, build a strong relationship, and put your knowledge to work starts with you. Learn how to create and maintain a mutually rewarding mentor/mentee relationship.
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3309. |  Goals and Goal Setting: Achieve Measurable Results, Fourth Edition By: Larrie A. Rouillard Publisher: Axzo Press Publication Date: 13-NOV-2009 Insert Date: 24-AUG-2011 Slots: 1.0 | Overview: Goals and Goal Setting: Achieve Measurable Results, Fourth Edition
While it can be difficult to set truly meaningful and motivational goals, it is one of the most essential steps to business success. Goals tell individuals and teams what needs to be accomplished, why it's a priority, and how to do it. Even more importantly, setting, working toward and achieving measurable goals is how we all grow personally while contributing to organizational success.
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3310. |  Calming Upset Customers: Stay in Control ... in any Situation, Fourth Edition By: Rebecca L. Morgan Publisher: Axzo Press Publication Date: 30-OCT-2009 Insert Date: 24-AUG-2011 Slots: 1.0 | Overview: Calming Upset Customers: Stay in Control ... in any Situation, Fourth Edition
When a customer is upset with your company, you have an opportunity. You can "become the company," defuse the situation, win the customer over, and ensure continued business. That's a lot. But anyone can learn the skills that are necessary. There is no single technique for every customer, but the collection of skills outlined here will work in any industry.
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3311. |  Quality Customer Service: Satisfy Customers—It's Everybody's Job, Fifth Edition By: William B. Martin Publisher: Axzo Press Publication Date: 06-NOV-2009 Insert Date: 24-AUG-2011 Slots: 1.0 | Overview: Quality Customer Service: Satisfy Customers—It's Everybody's Job, Fifth Edition
Whether your customer is across the country or across the hall, understanding and meeting their needs is the first and last step to success. External customers drive sales and growth. Internal customers are the key to efficiency and profitability. We can all contribute to the success of our organization by winning over customers with superior products and delivering outstanding customer service.
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3312. |  TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments By: Douglas R. Conant; Mette Norgaard Publisher: Jossey-Bass Publication Date: 17-MAY-2011 Insert Date: 24-AUG-2011 Slots: 1.0 | Overview: TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments
A fresh, effective, and enduring way to lead—starting with your next interaction
Most leaders feel the inevitable interruptions in their jam-packed days are troublesome. But in TouchPoints, Conant and Norgaard argue that these—and every point of contact with other people—are overlooked opportunities for leaders to increase their impact and promote their organization's strategy and values. Through previously untold stories from Conant's tenure as CEO of Campbell Soup Company and Norgaard's vast consulting experience, the authors show that a leader's impact and legacy are built through...
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3313. |  Working GlobeSmart: Twelve People Skills for Doing Business Across Borders By: Ernest Gundling Publisher: Nicholas Brealey Publishing Publication Date: 01-JUL-2010 Insert Date: 23-AUG-2011 Slots: 1.0 | Overview: Working GlobeSmart: Twelve People Skills for Doing Business Across Borders
Rich in examples--from Italy to India, Turkey to Thailand--Working GlobeSmart bridges the gap between what we know about business success and what we know about differences in values, abilities and behavioral characteristics across various cultural dimensions.
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3314. |  By: Robert Carleton Publisher: HRD Press Publication Date: 01-JAN-2010 Insert Date: 20-AUG-2011 Slots: 1.0 |
Here is an effective, step-by-step plan for improving performance on a large-scale and getting the results and payoffs you desire. If you have a group, a group of groups or an entire organization that needs an intervention, you'll find this book invaluable. Implementation and Management of Performance Improvement Plans begins in the middle – in the implementation phase of performance improvement plans rather than the design or planning phases. This is because, according to the author, implementation is where something useful happens ... or doesn't. Performance improvement aimed at...
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3315. |  Compendium of Icebreakers Volume 2 Connections: 125 Activities for Faultless Training By: Lois B. Hart Publisher: HRD Press Publication Date: 01-AUG-2007 Insert Date: 20-AUG-2011 Slots: 1.0 | Overview: Compendium of Icebreakers Volume 2 Connections: 125 Activities for Faultless Training
Are you maximizing every opportunity to connect with participants before, during and after training? This is the focus of these 125 tested and proven-effective activities for trainers. The activities are grouped under five critical points of contact trainers have with participants * Making Contact Before the Workshop includes activities a trainer can do after the participants are identified or selected * Saying Hello at the Beginning of the Workshop presents activities for introducing the trainer, clarifying objectives and expectations, helping participants get better acquainted and...
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3316. |  Evaluating Impact: Evaluation and Continual Improvement for Performance Improvement Practitioners By: Ingrid Guerra-López Ph.D. Publisher: HRD Press Publication Date: 01-OCT-2006 Insert Date: 20-AUG-2011 Slots: 1.0 | Overview: Evaluating Impact: Evaluation and Continual Improvement for Performance Improvement Practitioners
Evaluation takes enormous time, money and resources. So, why do we go through all the trouble? Because the ultimate goal is to create positive change—and that's where this practical book comes in. Evaluating Impact uses a common-sense approach to conducting data-driven evaluations that are simple and efficient—and deliver the improved and measurable performance you want. This is the sixth in the Defining and Delivering Successful Professional Practice—HPT in Action series of six books on defining and delivering measurable performance improvement. Learn how to let the evaluation purpose...
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3317. |  By: Ryan Watkins Publisher: HRD Press Publication Date: 01-JAN-2007 Insert Date: 20-AUG-2011 Slots: 1.0 |
At the end of the day, our jobs are all about results. The desire to achieve useful results should guide your decisions on a daily basis. This book's unique Performance by Design approach and framework will systematically walk you through the processes, procedures, tools and techniques that are most valuable in creating performance systems that achieve results. In eight chapters, the book sequentially describes each step in the Performance by Design framework. This is the third of six books in the new Defining and Delivering Successful Professional Practice Series designed to define and...
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3318. |  Guaranteeing Performance Improvement: A Purely Practical Positive Approach By: Richard F. Gerson Ph.D. Publisher: HRD Press Publication Date: 01-NOV-2006 Insert Date: 20-AUG-2011 Slots: 1.0 | Overview: Guaranteeing Performance Improvement: A Purely Practical Positive Approach
Everybody wants to get better at what they do – or at least they should want to. The problem is, not everyone knows exactly how to do this – achieve measurable and lasting performance improvement. This book will help people and organizations achieve those desired results by helping them focus on a positive approach to what makes the performer tick. The book's seven chapters will teach you: How to use sports and performance psychology to generate improvements; Why individual performance patterns are important; How motivation and performer psychology affect improvement; How emotional...
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3319. |  The Front Line Guide to Building High Performance Teams By: Woodrow H. Sears Publisher: HRD Press Publication Date: 01-JAN-2007 Insert Date: 20-AUG-2011 Slots: 1.0 | Overview: The Front Line Guide to Building High Performance Teams
In life, there are a handful of opportunities that allow us to significantly and directly impact the lives of others in a positive way. Leading a high-performance team is one of the most exciting – people who participate in a high-energy, can-do organization never forget it. In Front Line Guide to Building High Performance Teams, you'll learn there is a time and place for team building – and there are times when money spent on team building is wasted. This guide points out the differences and suggests strategies any manager can use to improve the collective performance of workers and...
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3320. |  The Front Line Guide to Thinking Clearly By: Woodrow H. Sears Publisher: HRD Press Publication Date: 01-JAN-2007 Insert Date: 20-AUG-2011 Slots: 1.0 | Overview: The Front Line Guide to Thinking Clearly
Thinking clearly is a skill in great demand and the ticket to higher-level jobs. Now you have a user-friendly manual that will help you model the behavior and teach your employees to think clearly – a profound gift that they can use in all aspects of their lives. Front Line Guide to Thinking Clearly is one of the few books to introduce the concept of clear thinking in a way people can understand and do it. The book focuses on thinking clearly along with solving problems and making decisions – three competencies identified in a massive research effort as skills that equip managers for...
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