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Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.

Customer behaviors, business models, technologies, and regulations are evolving quickly, and many of the strategic rules we formerly lived by have become obsolete. To be able to respond quickly and intelligently to the fast pace of change, we need all levels and functions in our businesses to be creative and responsive. We need both courage and speed. Fearless Growth provides new rules to enable your company to adapt faster, move faster, and grow faster.

There is a large body of shared knowledge between the study of Organizational Behaviour and Human Resource Management but despite the crossover, they are often treated as very distinct disciplines. Written by a team of experts across both fields, Organizational Behaviour bridges the gap between OB and HRM, with an emphasis on inter-cultural and cross-cultural perspectives of organizational development, talent management, and leadership

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.

More than ever before business success depends on standing out from the crowd and delivering authentic experiences that turn your customers into advocates for your business. Bold tells the stories of 14 companies that prove that brand building is now about completely rethinking the customer experience and redefining the relationship you have with your customers. Each inspiring story is told by the executives involved who were brave enough to pursue audacious goals, challenge industry norms and win.

The Darwinian struggle of business keeps getting more brutal as competitive advantage gaps get narrower and narrower. Anything you invent today will soon be copied by someone else - probably better and cheaper. Many companies thrive during the early stages of their life cycle, only to fall slack during periods of inertia and die out while others surge ahead. Geoffrey Moore shows, some notable companies have figured out how to deal with Darwin in their mature years - making changes on the fly while fending off challenges from every quarter.

Technology has transformed the way we communicate. We email. We text. We tweet. We have reduced our communications down to efficient sound bites - and at the same time, many of us seem to know less and less about how to connect. Deeply, profoundly connect. Here, acclaimed performance coach Achim Nowak introduces the listener to his powerful four Levels of Connection. Nowak's techniques instantly transform the skills taught in traditional business communication and NLP programs.

Organizations around the world spend billions of dollars every year to awaken and engage their employees. Yet global employee engagement remains fixed - at 13%. The disengagement problem usually begins with the CEO telling human resources to fix it. Unless the CEO or business owner takes charge of engagement, everyone will look over the messenger's shoulders to pick up cues from the top leader.

Working with difficult people can reduce your morale, threaten your productivity, deplete your energy, and waste your time. But you don't have to be helpless in the face of other people's craziness! Knowing how to handle coworkers' disruptive behavior is one of the most important career skills you can have, allowing you to become a more valuable employee and a more self-reliant person.

The race is on to become a digital enterprise. Every organization has a plan for updating products, technologies, and business processes. But that's not enough anymore. With disruptive startups outperforming industry stalwarts, executives everywhere are pushing greater growth and innovation. Staying competitive demands a complete digital transformation.

In a world that's changing faster and more furiously than ever, the ability to shift focus is critical. Why is it that some organizations can continually evolve to meet the times and the marketplace, and others can't? How do some businesses recognize the right moment to shift, and others, ruefully, only after it's too late? Packed with insightful interviews, Shift Ahead offers a smart, calculated approach to knowing when to change course and how to pull it off.

VICTORIOUS in the War of American Independence, Alexander Hamilton and the founding fathers built the first successful democratic government. They'll forever go down in history as having changed the rules of leadership and redefined what it means to ignite change in people.

Body Language Secrets to Win More Negotiations will help you discover what the "other side" is revealing through body language and microexpressions, and how to control your own. It will help you become more adept at leveraging your knowledge of emotional intelligence, negotiation ploys, and emotional hot buttons.

Leadership literature is full of principles and ideas - but they rarely leave the page. Practice is what turns abstract concepts into useful skills. Leadership Step by Step walks listeners through what to do and how to do it in an integrated and comprehensive progression of exercises designed to cultivate key abilities, behaviors, and beliefs through experience. The 22 exercises in this hands-on book help you accomplish the inner work and gain the social skills required for great leadership.

Relationships hold companies together and fuel future growth. From connecting with customers to forging high-performing teams, success depends on everyone working well together. Yet many leaders prioritize potential relationships and take established ones for granted. They shouldn't. Research reveals that these core relationships are often the weakest...and can prove more vital than missed networking opportunities.

One of the nation's leading psychologists asks why today's corporate leaders desire but reject creative solutions - and finds some surprising conclusions.

This book offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to drive success by effectively managing the moments when employees interact with customers. Based on research spanning 10 million employees and 10 million customers around the globe, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it.

Decade of Change features insights and wisdom into how to manage, and make the most of, change. Vinton Cerf, co-creator of the Internet, peers into the Web's future. Nobel Prize winner Daniel Kahneman probes the nature of decision making. Lieutenant General Russel Honoré, the Hurricane Katrina hero, offers leadership lessons he applied in that crisis. Visionary executive Ray Anderson makes a powerful business case for environmental sustainability.

Since 2001, the Gallup Management Journal has provided leaders with essential insights into managing the human side of their businesses - their employees and customers. This book features the highlights of the first seven years of the GMJ: more than 50 thought-provoking articles with actionable ideas, grounded in decades of Gallup management research.

The greatest threat to an organization's success is not always the competition. Often, it is what a company does to itself. Because of fear, companies become plagued with barriers and bureaucracy that limit success, crush employees, and infuse frustration and a sense of futility across the enterprise. It starts with a narrowing of focus, which leads to the first level of bureaucracy: parochialism.