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.

    It seems so basic. Why is it so hard to actually get right? According to innovation expert Phil McKinney, the real problem is that we're teaching people to ask the wrong questions about their businesses--or none at all. There has to be a better way. In Beyond the Obvious, McKinney will help you use his proven FIRE (Focus, Ideation, Rank, Execution) Method to dig deeper and get back to asking the right questions--the ones all companies must ask to survive. Full of real-world examples, this book will change the way you operate, innovate, and create, and it all begins with battle-tested questions Phil has gathered on note cards throughout his career. Shared for the first time here, these "Killer Questions" include:What are the rules and assumptions my industry operates under? What if the opposite were true?What will be the buying criteria used by my customer in 5 years?What are my unshakable beliefs about what my customers want?Who uses my product in ways I never anticipated? These questions will reframe the way you see your products, your customers, and the way the two interact. Whether you're a company of thousands or a lean startup, Beyond the Obvious will give you the skills and easy-to-follow plan you need to make both the revolutionary changes and nuanced tweaks required for success. Praise for Beyond the Obvious "Human beings are creatures of habit, so getting ourselves and our teams to think beyond the obvious is a challenge we face all the time. Phil McKinney is an innovation expert, and his killer questions and hit-the-spot anecdotes provide a great way to get out in front of opportunities we otherwise won't see." -- Geoffrey Moore, author of Crossing the Chasm and Escape Velocity "I've always believed that asking the right questions is the essence of design. Phil McKinney proves that point with this wonderful set of killer questions that will jumpstart-or greatly enhance- your innovation efforts." -- B. Joseph Pine II, co-author, The Experience Economy & Infinite Possibility. "Product Innovation is a prerequisite to building great brands. Phil's questions are a prerequisite to building innovative products." -- Satjiv S. Chahil, former global marketing chief, Apple"

    It helps readers to effectively apply all three types of maps to make work visible at the organization, process, and job/performer levels.

    Written by Chris Sims, a top scrum trainer and pioneer of experiential learning, and Hillary Louise Johnson, a novelist and business journalist, it demonstrates the principles, practices and pitfalls of the scrum framework through lively storytelling and vividly told example.The Elements of Scrum opens with a blow-by-blow description of a week in the life of a scrum team, then briefly details the history and origins of scrum, comparing it to traditional methodologies and providing context for how scrum applies to the cultural history of the software industry. Next, the principles and practices set forth in the Agile Manifesto are broken down and illustrated with real-world examples, putting the reader inside the heads of the founders of scrum and agile for a thorough grounding in theory.The meat of the book explains every aspect of the scrum process, including team composition, scheduling and work flow management, in crisp, clear, example-laden prose designed to provide insight to novices and experienced practitioners alike.The book concludes with a section on supporting technical practices like Test Driven Development and Pair Programming, to help the reader apply scrum at the practical level.The Elements of Scrum is taught at colleges and universities across the country, including UCLA, George Mason University, Arizona State, SUNY Potsdam, Wofford College, and Becker College. It has been translated into Mandarin, and is soon to appear in other international editions.

    So why aren't students laser-focused on taking practice exams before attempting the real thing? Reflects the current PMP exam format and the PMBOK(r) Guide - Fifth Edition! The practice tests in this book are designed to help students adjust to the pace, subject matter, and difficulty of the real Project Management Professional (PMP) exam. Geared towards anyone preparing for the exam, all tests include clear solutions to help you understand core concepts. If you plan on passing the PMP exam, it's time to test your knowledge. It's time for PMP Exam Prep - Questions, Answers, & Explanations. Now packed with Over 1,000 realistic PMP sample questions to help you pass the exam on your FIRST try. In this book: 1000+ detailed PMP exam practice questions including 18 condensed PMP mock exams that can be completed in one hour; 11 Targeted PMBOK Knowledge Area tests, and detailed solution sets for all PMP questions which include clear explanations and wording, PMBOK Knowledge Area and page references, and reasoning based on the PMBOK Guide - Fifth Edition. Includes FREE PMP exam formula reference sheet! ** For PMP exams AFTER March 2018 **

    In this brief but insightful series of essays, Frank Gallinelli, the author of the best-selling "What Every Real Estate Investor Needs to Know About Cash Flow…" guides you through some investment principles you can live by. From cautionary tales about the process of due diligence and the hazards of self-styled "experts," to discussion of identifying your investment objectives, Gallinelli helps you focus on best practices.

    And you can, too. Come take this amazing journey with Armando Montelongo.

    

    Porter). We've combed through hundreds of Harvard Business Review articles and selected the most important ones to help you catalyze your organization's strategy development and execution.HBR's 10 Must Reads on Strategy will inspire you to:• Distinguish your company from rivals• Clarify what your company will and won't do• Craft a vision for an uncertain future• Create blue oceans of uncontested market space• Use the Balanced Scorecard to measure your strategy• Capture your strategy in a memorable phrase• Make priorities explicit• Allocate resources early• Clarify decision rights for faster decision making"This collection of best-selling articles includes: featured article "What Is Strategy?" by Michael E. Porter, "The Five Competitive Forces That Shape Strategy," "Building Your Company's Vision," "Reinventing Your Business Model," "Blue Ocean Strategy," "The Secrets to Successful Strategy Execution," "Using the Balanced Scorecard as a Strategic Management System," "Transforming Corner-Office Strategy into Frontline Action," "Turning Great Strategy into Great Performance," and "Who Has the D? How Clear Decision Roles Enhance Organizational Performance."

    capitalism, the future of banking, and the root causes of the financial meltdown.Award winning, veteran sell side Wall Street analyst Mike Mayo writes about one of the biggest financial and political issues of our time - the role of finance and banks in the US. He has worked at six Wall Street firms, analyzing banks and protesting against bad practices for two decades.In Exile on Wall Street, Mayo:Lays out practices that have diminished capitalism and the banking sector Shares his battle scars from calling truth to power at some of the largest banks in the world and how he survived challenging the status quo to be credited as one of the few who saw the crisis coming Blows the lid off the true inner workings of the big banks and shows the ways in which Wall Street is just as bad today as it was pre-crash. Analyzes the fallout stemming from the market crash, pointing out the numerous holes that still exist in the system, and offers practical solutions. While it provides an education, this is no textbook. It is also an invaluable resource for finance practitioners and citizens alike.

    Four out of 10 admitted to behaving badly themselves.Do you want to be part of the problem or part of the solution?Don't Take the Last Donut gives you the tools you need to be confident and letter-perfect in any business setting--from pitch to presentation, from networking to contact negotiations, and everything in between. With this book, you will easily master the art of small talk, the protocol of the perfect business introduction, and the many nuances of the business lunch. You'll never feel awkward in a business setting again!Don't Take the Last Donut unlocks the mysteries and benefits of business etiquette. More than simple good manners, business protocol is a set of tools that allows you to move with confidence through any business setting and act with ease in any meeting or presentation. You'll learn: - The protocol of the proper business introduction...even if you have forgotten someone's name.- The art of creating a positive first impression.- Tips for fool-proof small talk.- How to manage an awkward moment.- How to gracefully work a room.- The vast differences in rules of etiquette around the world.Secure in the knowledge that you are doing the "right" thing in any business situation, you will be freed to focus on your real goals without worrying about which fork to use or how to greet a international colleague.At a time when organizations and standard hierarchies are in flux, the wise use of business protocol will allow you to stand out and set the right tone in all of your business relationships--correct, secure, flawless.

    If you have a home and an Internet connection, you have a solution: Airbnb hosting. Get Paid For Your Pad is the veritable blueprint on how to transform your home into a short-stay rental boon. Renting in the short-stay market, when done correctly, crushes the return from long-term tenants. Like hundreds of thousands of people, you can boost your profits by 2 to 3 times with the most well known short-stay marketplace in the world: Airbnb. This step-by-step guide to renting your home on the Airbnb platform teaches: • How Jasper went from making $24,000 per year to $60,000 from his house in Amsterdam • How to prepare your home like a 5-star hotel in a cost-effective manner • How to set up a dazzling and polished Airbnb listing from start to finish • How to communicate with guests in a professional and responsive way • How to scientifically calculate an optimal price point for profit maximization • How to catapult your search rank within the Airbnb platform The book comes with countless (1) tips, (2) examples, (3) real life stories from Airbnb hosts, (4) action points, and (5) easy-to-implement templates that can be employed to launch and optimize your Airbnb business right away!

    It is not a text book nor a biography, but more of a cheat sheet for reading on the bus or in the bathroom, so that you can pick out the most significant points without having to carry around a bag of weighty tomes. You can read it all in one sitting, or look up specific case studies as and when you are looking for inspiration or direction. The key lessons outlined here are drawn from interviews Branson has given over his more than 40 years in business, from the numerous blogs and articles written by him and about him, and, most importantly, from the successes and failures of many of his commercial ventures. Though his theories and analysis are certainly important, and this book does indeed give them credence, the hardcore details of what worked and what didn’t, combined with the reasons why, are the most useful sources you have as a businessman, whether you are following in Branson’s footsteps as an entrepreneur, or contemplating his businesses from afar. Additionally You Get 2 Bonus Ebooks - 69 Ways to Make Money From Home - Bitcoins Beginner’s Guide

    Lean Analytics steers you in the right direction.This book shows you how to validate your initial idea, find the right customers, decide what to build, how to monetize your business, and how to spread the word. Packed with more than thirty case studies and insights from over a hundred business experts, Lean Analytics provides you with hard-won, real-world information no entrepreneur can afford to go without.Understand Lean Startup, analytics fundamentals, and the data-driven mindsetLook at six sample business models and how they map to new ventures of all sizesFind the One Metric That Matters to youLearn how to draw a line in the sand, so you’ll know it’s time to move forwardApply Lean Analytics principles to large enterprises and established products

    This update of Andy Rathbone's bestselling Windows guide covers all the basics, plus the enhancements unique to Windows 8.