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.

    Unfortunately most of these are PREDICTABLE and AVOIDABLE. Tact and diplomacy can only get you so far in the wild and wacky world of project work. A combination of outrageous creativity, sheer bravado and nerves of steel will serve you far better than any fancy-schmancy Microsoft Project Gantt chart!'Scrappy Project Management' is about what REALLY happens in the project environment, how to survive it, and how to make sure that your team avoids the predictable and avoidable pitfalls that every project faces.

    Blending theory with practice, this book provides applied advice.

    Covering such topics as: Whether you should be a limited company or self employed? What part of business finances do you really need to understand and which parts can you ignore. Whether you become VAT registered. When your tax is due and how much it will be. Setting up bank accounts. Getting paid by your customers. Managing your cash flow. Getting your pricing right. Russell Smith has worked with over 400 clients all across the UK and is a national expert on small business tax and accounts. His clients include doctors, dentists, psychologists, web-designers, musicians, marketing agencies, IT contractors, artists, graphic designers and many more. Russell Smith is the only chartered accountant in the world to blog every day - you can find it at www.rsaccountancy.co.uk/daily-blog. Russell also has a YouTube channel where he releases weekly 2 minute finance basics: www.youtube.com/RussellSmithtips. There is also a free tax, accounts and profit review with customised action plan worth £200 for readers of this book.

    You've laughed along with millions of others. And you've learned new euphemisms for poop, which can come in handy if you're ever apparated back to junior high. But who creates all these ads? Glad you asked. It's Harmon Brothers. Author Chris Jones pulls back the curtain and reveals the behind-the-scenesmagic including their innovative business model, one of the biggest secrets behind their success. With awards from AdAge, Unruly, ADWEEK, and a WEBBY for Best Writing, Harmon Brothers, and their revolutionary model, transform poop into gold, and can do the same for you and your company.

    The cases, content, and features of the exciting new ninth edition have been thoroughly updated to represent the latest developments in the business law environment. An excellent assortment of cases ranges from precedent-setting landmarks to important recent decisions, and ethical, global, and corporate themes are integrated throughout. In addition, numerous features and exercises help you master key concepts and apply what you've learned to real-world issues, and the book offers an unmatched range of support resources, including innovative online review tools.

     In this new edition, Management, 9e has been extensively revised with a sincere commitment to help instructors teach and students learn in today's complex and globally competitive environment. The subject matter has been carefully chosen to meet AACSB accreditation guidelines while allowing extensive flexibility to fit various course designs and sizes. Along with updates of core material, Management, 9e offers a number of changes in the organization, content, and design that respond to current themes and developments in the theory and practice of management.

    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.

    and industrialists of the lime were not afraid to think ahead and plan big. Among the entrepreneurs who led this Industrial resurgence, four were particularly outstanding, G.D. Birla, Walchand Hirachand, Kasturbhai Lalbhai and, J.R.D. Tata. Gita Piramal, author of the acclaimed Business Maharajas, sensitively recreates the Lives and Times of these four titans of industry. She draws upon hitherto untapped sources of information to Sketch her profiles, making htis perhaps the closest Look at these legends this fair. Thought provoking and incisive. Business Legends is a compelling Account of ambition and achievement.

    Most leaders need reminding everyday that with their privileges comes responsibility and obligation. If any young man or woman seeking to become a leader and not a manager only reads one book on leadership, let it be this one!

    It’s helpful for learning Agile and Scrum, and also for a basic preparation for the PSM I exam (Professional Scrum Master level 1). It can also act as a simple reference for Scrum practitioners.

    

    

     The fact is, in today's world of constant distractions, most business owners struggle to get their marketing messages heard. Authority Content provides a simple process that any company can use to break through the noise. It doesn't matter whether you're the owner of a retail shop, financial advisor, swimming pool manufacturer or an inventor with an ingenious product - this powerful strategy will work for you. Built on the "3 Ps" framework (Present, Product, Promote) this book teaches you a step-by-step system for building authority within your industry thus sky-rocketing website traffic and sales. You will discover how to: Build maximum Authority, in minimum time Have your prospects, clients and Google fall in love with you Turn one day's work into months of content and share it around the web Write your own book easily and in record time Build your brand, sales and credibility Book website: AuthorityContent.com

    ―Jacob Boudreau CTO of Stord | Forbes 30 Under 30 Joel's book and show provide incredible insights for young startup developers and fellow CTOs alike. Joel offers a human perspective and real practical advice on the challenges and opportunities facing every Modern CTO. ― Christian Saucier | Entrepreneur and P2P Systems Architect I've really come to respect what Joel is doing in the community. His podcast and book are filling a much needed hole and I'm excited to see what else the future has in store. ― Don Pawlowski Chief Technology Officer at University Tees Modern CTO Everything you need to know to be a Modern CTO. Developers are not CTOs, but developers can learn how to be CTOs. In Modern CTO, Joel Beasley provides readers with an in-depth road map on how to successfully navigate the unexplored and jagged transition between these two roles. Drawing from personal experience, Joel gives a refreshing take on the challenges, lessons, and things to avoid on this journey.Readers will learn how Modern CTOs: Manage deadlines Speak up Know when to abandon ship and build a better one Deal with poor code Avoid getting lost in the product and know what UX mistakes to watch out for Manage people and create momentum … plus much more Modern CTO is the ultimate book when making the leap from developer to CTO. Update: Kindle Formatting issues resolved 5/13/18. Thank you for the feedback.