The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible tips and tricks to help readers discover how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills.Issues with customers can send even the most seasoned service professionals into red alert. But you don’t need to be a crisis counselor to effectively communicate your way out of a difficult spot. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.

    Froeb/McCann's MANAGERIAL ECONOMICS: A PROBLEM SOLVING APPROACH, 2E covers traditional material using a problem-based pedagogy built around common business mistakes. Models are used sparingly, and then only to the extent that they help students figure out why mistakes are made, and how to fix them. This edition's succinct, fast-paced presentation and challenging, interactive applications place students in the role of a decision maker who has to identify mistakes that reduce profits, and propose solutions to bring profits back up. The lively book provides an excellent ongoing reference for students pursuing business careers. New chapters and updates highlight mistakes that precipitated the financial crisis. With MANAGERIAL ECONOMICS, 2E your students are taught to use economics to not only identify profitable decisions, but also how to implement them within an organization.

    All you have to do is tap into it.It doesn't matter whether you run your own blog or write for someone else. You have to discover the fundamental factors that not only help you write consistently, but allow you to enjoy the process and delight your readers.You see, you have something to share with the world, otherwise you wouldn't be reading this right now.You feel inspired to write, to blog, and to share what you have inside. Discover How to Write Inspiring, Engaging & Life-Changing Blog Posts In this book, you'll dip into the personal experiences of Henri Junttila, who runs the blog Wake Up Cloud, which he has built from scratch to 10,000+ subscribers and tens of thousands of monthly visitors.He doesn't claim to be an expert. He didn't start with influential connections. He just put in the work and discovered, through making plenty of mistakes, what worked and what didn't.Here's a taste of what you'll discover when you read this book: How to uncover your writing voice, once and for all How to eliminate writer's (or blogger's) block forever Simple ways to generate unlimited blog post ideas (you'll never run out again) A step-by-step blueprint for writing blog posts that inspire your readers How to stay motivated to blog (when all you want to do is throw in the towel) A powerful process for writing faster while increasing the quality of your writing Blog post templates that allow you to write popular posts by filling in the blanks Are You Ready to Delight Your Readers? Download this book now and start writing blog posts that your readers love.Simply scroll to the top of this page, click the buy button, and get started.

    I found myself thinking about your story -- wanting to read more. Your writing is so revealing and beneficial to others. The impact of your last few lines -- perfect.Kirkus Review:"A chilling memoir of a family tragedy and its painful aftermath. . . . This book is an act of witness, and the author’s motivation is palpable throughout: 'I have a right to know. Our family has a right to know. Society has a right to know.” . . . A powerful testament to a son’s unyielding determination to tell his parents’ story.'In his book, Larry Edwards unmasks the emotional trauma of violent loss as he ferrets out new facts to get at the truth of how and why his parents were killed.In 1977, Loren and Joanne Edwards left Puget Sound aboard their 53-foot sailboat Spellbound, destined for French Polynesia. Six months later they lay dead aboard their boat in the middle of the Pacific Ocean.Larry's younger brother became the prime suspect in the FBI's murder investigation. But federal prosecutors never indicted him, leaving the case unresolved and splitting the Edwards family into feuding factions.Three decades later, a dispute over how to respond to a true-crime book by Ann Rule--which contained an inaccurate account of the case -- ripped the tattered family even farther apart. In Dare I Call It Murder?, Larry Edwards sets the record straight, revealing previously undisclosed facts from the FBI investigation as he lays out the case never presented in court.Larry's memoir, however, goes beyond simply telling the untold story of his parents' deaths and refuting the errors in previously published material. His broader goal is to see the book generate greater awareness of and conversations about violent loss, its impact on the survivors and their families, and the troubling effects of post-traumatic stress (PTSD).Website: DareICallItMurder.com

    Leadership isn't broken, but how it's currently being practiced certainly is. Everyone has blind spots. The purpose of Hacking Leadership is to equip leaders at every level with an actionable framework to identify blind spots and close leadership gaps. The bulk of the book is based on actionable, topical leadership and management hacks to bridge eleven gaps every business needs to cross in order to create a culture of leadership: leadership, purpose, future, mediocrity, culture, talent, knowledge, innovation, expectation, complexity, and failure. Each chapter:Gives readers specific techniques to identify, understand, and most importantly, implement individual, team and organizational leadership hacks. Addresses blind spots and leverage points most leaders and managers haven't thought about, which left unaddressed, will adversely impact growth, development, and performance. All leaders have blind-spots (gaps), which often go undetected for years or decades, and sadly, even when identified the methods for dealing with them are outdated and ineffective - they need to be hacked. Showcases case studies from the author's consulting practice, serving as a confidant with more than 150 public company CEOs. Some of those corporate clients include: AT&T, Bank of America, Deloitte, EMC, Humana, IBM, JP Morgan Chase, Merrill Lynch, PepsiCo, and other leading global brands. Hacking Leadership offers a fresh perspective that makes it easy for leaders to create a roadmap to identify, refine, develop, and achieve their leadership potential--and to create a more effective business that is financially solvent and professionally desirable.

    The text provides comprehensive coverage, from high-tech manufacturing to high touch services with a balanced treatment. Chase, Jacobs, and Aquilano also thoroughly integrates and discusses current issues such as globalization; supply chain strategy, E-business, and ERP. The concepts are illustrated by using abundant real world examples, articles, illustrations, problems and cases. Technology is integral to the success of this course, as such, CJA also provide students and instructors with an innovative array of leading edge technology learning and teaching tools.

    Now he shares his specially adapted “Pain Free” program for women to use at home.Whether you suffer from back or neck pain, joint discomfort or sore knees, or need more stamina, improved balance, and extra strength, here is a revolutionary and proven approach to self-care that promises optimal health through a simple set of exercises that will transform the way you move and feel — forever!Egoscue shows women how to take back their bodies by recovering and restoring a precious health asset — full, free, flexible motion — that he believes has been drastically reduced by our modern lifestyle.As Egoscue explains, motion not only develops a woman’s body but also maintains and rejuvenates it. Yet as her motion-deprived muscles disengage and weaken, it is common for a woman’s body to lose alignment, leading to repetitive stress injuries, persistent pain, and general bad health. Even the simplest activities — how she sits, stands, walks, works, lifts, and sleeps — can trigger problems.Focusing on proper alignment, posture, and muscle engagement, Egoscue provides simple but powerful techniques to restore flexibility and function while at the same time boosting energy, revving up the immune system, even raising the body’s metabolic rate.The remarkable “E-cises” included within have also been linked to improved ability to fight disease, cope with aging, and recover from accidents and injuries. The “miracle” cure Egoscue offers is, simply, correct motion.Organized by the seasons of a woman’s life, Pain Free for Women pays particular attention to age-specific concerns such as puberty, childbirth, and menopause, as well as special issues such as arthritis, PMS, and depression.At the same time, Egoscue shows how women can build a framework of healthy movement that will prevent illness and maintain pain-free good health throughout the journey of life.According to Egoscue, reversing the effects of poor musculoskeletal fitness provides astonishing benefits, including:•Better balance, posture, and breathing, as well as increased resiliency•Effective and safe weight management•Healthy bone density and visual acuity•Heightened sex drive•Delayed symptoms of aging•Peace of mind and general tranquilityExtensively illustrated to demonstrate proper placement, posture, and movement, Pain Free for Women offers women of every age the possibility of feeling better than ever before.From the Hardcover edition.

    What time is the 3:00 parade? Why does a child need to be 40 inches tall to ride a roller coaster? What happens when the president of France gets lost inside Pirates of the Caribbean? A former employee, or "cast member", at Walt Disney World's Magic Kingdom answers these and other questions while sharing humorous stories about working inside the world's most popular theme park."Stories from a Theme Park Insider" takes you inside the park's famous tunnels and backstage for a look at how theme parks really work, and the funny moments and embarrassments that can happen when your work is someone else's vacation.

    Thank you, Scott, for a wonderful book that has changed my life!" --Scott Alexander"Compelling...startling...I recommend it for everyone!" --Scott Alexander

    When it collapsed in February 2014, lawyers across Canada and the business community were stunned. What went wrong? Why did so many lawyers run for the exit? How did it implode? What is it that holds professional partnerships together?This is the story of the rise and fall of a great company by the ultimate insider, Norman Bacal, who served as managing partner until a year before the firm's demise. Breakdown takes readers into the boardroom offices during the heady growth of a legal empire built from the ground up over 40 years. We see how after a change of leadership tensions erupted between the Toronto and Montreal offices, and between the hard-driving lawyers themselves. It is a story about the extraordinary fragility of the legal partnership, but it's also a classic business story, a cautionary tale of the perils of ignoring a firm's culture and vision.Normal0falsefalsefalseEN-USJAX-NONE<!--StartFragment--><!--EndFragment--><!--EndFragment-->

    Rajesh Soin is the epitome of Indian-American success. He is an inspiring figure, much honored and much-touted when it comes to entrepreneurial vision and success. He is well-known as the founder of Modern Technologies Corporation (MTC), a billion-dollar company, which he started with a capital of $1700.He grew up in straitened circumstances. In his childhood, he faced a devastating tragedy. He arrived in America with only 75 cents in his pocket and no place to stay. When he started college, he had to subsist on $30 for a whole month, and in grad school, he got robbed at gunpoint.When he started his company, there was a time when all his credit cards were maxed out to make payroll, and his finances were in dire straits. At a point in his professional life, he was so down that he felt like he was done for.But Dr. Soin fought all this and emerged a winner in life. Today, he has multiple companies in his portfolio, an enviable net worth, and investments all around the globe. He is a brand in himself, having many schools, colleges, and hospitals named after him, and being the recipient of so many business and philanthropic awards. But every success has its price. Everybody tends to see the shining part, overlooking the darker side, which has so much sweat, blood, hard work, perseverance, insecurities, and failures. In this book, we have covered Dr. Soin’s journey from ordinariness to extraordinariness. How does he see the world? What is his vision? What are his aspirations? You will get all the answers in this book, and in this process, you may find a new perspective on life too.

    From getting a job to getting a pay rise, and from closing a deal to managing the people around you, it makes a big difference. Robert Phipps, one of the world's leading body language experts shows you how to make it work for you. Busting some of the biggest body language myths, Phipps shows how to read other people's body language and to use yours to succeed in business and life.Loaded with practical tips, this book covers everything you ever need to know about body language, in a variety of business situations: GreetingsMeetingsPartingsPresentationsNegotiationsMotivationDeceptionManagingInterviewingDisciplining

    Voices of Cancer is here to help. Every cancer story is different, but there is one commonality: both patients and the people supporting them often struggle to properly articulate their wants and needs through particularly challenging‚ and in many cases, uncharted‚ territory. LyndaWolters knows firsthand: she was diagnosed with stage 4 terminal mantle cell lymphoma in August of 2016.Voices of Cancer offers a candid look into the world of a cancer patient, informed by Lynda's own story and conversations had with dozens of patients weighing in on their needs, wants, and dislikes as they navigate the complex world of diagnosis, treatment, and beyond. With comprehensive and accessible insight from people who've been there, Voices of Cancer helps educate, dispel fears, and start positive conversations about what a cancer diagnosis truly means, while shining a light on how best to support the patient.

    This is the book for you because it will help you hit the ground running once you get your license. It is written by an actual, active Realtor. Mario Jannatpour is with RE/MAX Alliance in Louisville, Colorado and what he writes about is based on his experience of what it takes to be successful today as a Realtor. Mario has been a Realtor since 2002. Reader Review: Are you green in real estate or a veteran? Do you know what buyers and sellers are looking for when they are looking at you? What qualities differenciate you from your competition? Mario has helped pin point what today's buyers and sellers are looking for in their real estate agent giving relavent information as well as insight on how you should handle different situations. We all know that honesty is the best policy yet the profession of representation is riddled with pot holes where one can stray. This book will help any new agent or seasoned agent gain a true north when dealing with clients. Mario's first book, Must See Inside, was a great introduction to the real estate business and with this book, The Honest Real Estate Agent, Mario dives deeper on how to "be" a real estate agent which means doing the right thing, always! I sincerely recommend this book for anyone who is getting into the business and wants to get a firm handle of how to "be" great at your job. Addy Saeed, RE/MAX Active Realty (Toronto, Canada)