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"How to build lasting connections through meaningful communication Developing successful relationships is critical to our success in both our personal and professional lives. The Power of Understanding People shows you how to establish and develop extremely effective relationships by providing you with techniques to better identify and understand the intrinsic needs of others. As a result, you will achieve better team dynamics, increased sales and...
2) Lucky stiff
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After a truck spills a million honeybees on the Las Vegas Strip, hotel customer relations head Lucky O'Toole discovers that a prominent district attorney has been murdered during the ensuing chaos and that private investigator Jeremy Whitlock is being unfairly scrutinized.
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A customer service training guide featuring ready-to-use scripts and phrases for more successful service, verbal tools and techniques to deal with customer complaints, common business scenarios and bottom-line solutions, and secrets of self-control (learning what not to say or do).
5) The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share
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Competition is tougher than ever these days and competing on price or product just doesn't work as well anymore. So how can companies stand out in a crowded marketplace that is constantly evolving?
The answer is customer experience, and the best part about customer experience is that it's delivered by human beings which are unique to a company. Named a Top Business Book of 2021 by Forbes, The Experience Maker helps managers
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A young woman plunges from a Las Vegas sightseeing helicopter, landing in the pirates' lagoon in front of the Treasure Island Hotel in the middle of the 8:30 p.m. pirate show. Everyone writes her off as another Vegas victim, except Lucky O'Toole. As head of Customer Relations at Babylon megacasino and resort, she's got a lot on her plate, but she can't resist getting involved in this one.
7) Demolition
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Davis Mitchell, a successful investment banker, struggles after losing his wife in a tragic car crash. Despite pressure from his father in law, Phil, to pull it together, Davis continues to unravel. What starts as a complaint letter to a vending machine company turns into a series of letters revealing startling personal admissions. Davis' letters catch the attention of customer service rep Karen Mareno and amidst emotional and financial burdens of...
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Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book...
9) Door to Door
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A man with cerebral palsy struggles to be a successful door-to-door salesman.
10) So damn lucky
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Casino fixer Lucky O'Toole's search for a missing magician is complicated by a confrontation with The Big Boss, the hopeful advances of coworker Paxton Dane, and a blisteringly amorous French chef.
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Learn proven principles to create and maintain a clear, effective marketing strategy that attracts your ideal clients, generates greater profits, and is easy for you and your team to follow.
Marketing has changed drastically with the introduction of a growing array of digital channels and it's difficult for small business owners and marketing executives to keep up. As a result, marketing initiatives have become fragmented as marketers focus on individual...
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Mr. Shmooze is the parable of a man who reveals the secret shared by all superstar salespeople. Selling, in its most exquisite form, is not about "taking," nor is it about "persuading." Selling, believe it or not, is about "giving." Mr. Shmooze gives for a living. He starts by listening and he quickly comes to understand what people really need. His customers love him because he gives more than he takes. They trust him because he is passionate about...
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Loyal customers are the beating heart of every great business.
So why do so many companies act like adrenalin junkies, chasing after new customers at the expense of creating deeper, more profitable relationships with the ones they already have?
Evergreen exposes the mad pursuit for what it is: a brief spike in metrics and an ongoing revenue drain, as one-time customers fail to return.
A better solution is to shift resources from attracting new...
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"Packed with indispensable tips, proven techniques, and 'must-do-now' strategies, this book generates immediate results for success in school, work, and life. A must-read to master valuable social skills, prepare for a job, and get a head start in a career. Perfect if you are looking for a job, working, starting your own business, volunteering, or applying to college."--Back cover.
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"Haters are not your problem. Ignoring them is. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics ("haters") can now express their displeasure faster...
18) Whoever tells the best story wins: how to use your own stories to communicate with power and impact
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"[This] book takes you step by step through the process of identifying and choosing stories from your own life, experience, and knowledge, and then linking them, fully and authentically, to the themes, messages, and goals of your workplace" -- Publisher.