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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...
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If you want to be the very best that you can be and earn the money and the respect that you deserve then you need to learn to thrive in the higher circles of power where affluence and great connections are to be found. In life and in business, at any level, knowledge of accepted Upper class etiquette will you far. It enables you to charm and influence others to get ahead, or it can simply give you an understanding of the manners and expectations of...
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Known as the pearl of the Indian Ocean, this resource-rich, lovely island just off the southern tip of India is full of contrast and diversity. Despite the lingering tension between the different religious and ethnic groups in the wake of a bloody civil war, and the glaring inequality between the wealthy elite and rural villagers, all Sri Lankans share a great respect for family, home, and friendship, and pride in their beautiful country. In return,...
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If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as "uninformed," "rude," "hot-tempered," "uncaring"? For your customer, nothing else represents your business more than your employees; therefore, for you nothing should be more important than arming these essential employees with the knowledge and skills they need to find the...
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The High Road Code is your guide to creating a more satisfying personal and business life! Are you ready to get on a winning path in your life and career? The High Road Code is a book about ethics, personal branding, leadership in action and more. Taking the High Road isn't just about making principle-based choices. It's also about challenging yourself to be a fierce but honorable competitor who:
-Develops and maintains a distinctive personal brand
-Excels...
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Intelligence, ambition, and skill will start you on the road to success, but without strong communications skills, social savvy, and a sense of appropriate behavior . . . you won't get far. And in today's culture where rudeness is unfortunately becoming more and more routine, a strong competitive advantage goes to those who have sharpened the forgotten but fundamental skill of courtesy.
In The Etiquette Edge, readers will get a crash course in the...
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Conflict is a part of life and it often plays a major role in business as well. No matter how hard you might try, you will never eliminate all conflict. But, conflict in itself is not always bad. In fact, many customers have become customers for life because of how a conflict or problem was handled by the business or individual.
Conflict Resolution Skills will give you the information and skills you need to resolve conflicts quickly and easily and...
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Nestling in the foothills of the Himalayas, Nepal is a land of contrasts and incongruities-not least in the variety of its cultural, ethnic, and religious weave. The Nepalese attitude to life is essentially religious. Hindu and Buddhist values predominate and help to maintain social harmony despite the divisions between rich and poor, urban and rural, highlands and lowlands. Culture Smart! Nepal sets out to explain the complexities of Nepalese life,...
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The people of this land of white summer nights and pristine lakes are famous for their sisu, a form of enterprising stoicism. They are survivors; if you were stranded on a desert island, your ideal companion would be a Finn. Before you knew it, the sauna would be ready, the fishhooks positioned, a fire burning, and any edible berries picked and prepared for eating. Shaped by the harsh physical beauty around them, the Finns can be melancholy, yet have...
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South Korean companies and technology have suddenly conquered the world. Samsung, Hyundai and LG are industry leaders and the global brands. Korean culture in the form of K-Pop music videos and "Korean Wave" films and TV dramas are watched everywhere from Tel Aviv to Singapore to Rio. Korean gourmet food trucks ply the streets of New York and LA, and kimchi has found a place on the shelves of well-stocked supermarkets around the world. With just a...
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Frontline Personnel are the people who interact with our customers each and every day. They are our first line of contact and very often, how they interact will be the difference between satisfying a customer or having them walk out the door.
Training Front Line Personnel in Customer Service Techniques is critical to the continued success of any business. Making sure every person has the skills they need to provide the very best customer experience...
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Power dynamics in the workplace are a given.
For those in leadership, the imbalance of power often leads to feeling frustrated, undervalued, and overlooked-especially in women and minorities-impacting both self-esteem and the bottom line.
For those feeling alone and unsure of how to respond, Power Up Power Down gives specific strategies to (finally) reclaim control and identifies proven ways to create a 'win-win" outcome.
Too often, power situations...
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Desde su nacimiento en 1898, tanto la vida de Enzo Ferrari como su filosofía basada en integridad, respeto y humildad siguen siendo relevantes, así como lo es también lo siguen siendo los valores, los cuales son los pilares sostenibles para el éxito. Muchas de sus decisiones han permitido mostrar resultados tangibles, estos últimos se pueden relacionar directamente a los campeonatos y al desarrollo de automóviles únicos.
Gracias a su inteligencia...
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Chile is a land of contrast and surprise, flanked by the Pacific Ocean on the west, the Andes to the east, the forbidding salt basins of the Atacama Desert to the north-with a verdant Central Valley and Cape Horn at its southern extremity. The Chilean people, too, are surprising: on one hand reserved, family-oriented, Catholic, and conservative; and on the other fun-loving, entrepreneurial, neoliberal, and modern. Their geographical isolation from...
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Still 3 Simple Rules: A guide for Business and Life
Can you live your life by 3 Simple Rules? Take this quick survey.
Do you get tired of being the only one to keep the calendar up to date?
Have you ever received a 'reply all' email that you wish you hadn't?
Do co-workers or family members come to you expecting you to solve their problems?
Do people ask for your help before even trying to accomplish the task on their own?
Have you ever worked with...
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This book is a powerful combination of transforming tools related to our three-part being: spirit, soul (will, intellect and emotions), and our body (what people observe, hear and the perceptions they form).
What happens on the inside impacts every part of life on the outside. These exercises, stories, examples, and educational components are filled with techniques and inspiration designed to guide you into how to successfully advance your personal...
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In the world of harmonious collaboration, how does your rhythm of connection set the beat?
The resounding wisdom of Frank Iero reverberates: "The best music happens when you have a personal connection to it." As a devoted music lover and practitioner, I've realized this philosophy extends far beyond melodies-it's a universal truth that underscores every interaction and achievement in life.
Make It Personal: Discover the Five Dimensions of Human Collaboration...
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From the authors of Elements of Mentoring, this handy guide pulls the existing research on the delicate balance of professional ethics into one concise source.
Johnson and Ridley explore seventy-five of the most important and pithy truths for supervisors in all fields, including questions of integrity, loyalty, justice, respect, and delivering one's best in the business environment. The authors delve into all aspects of ethical conduct, including:
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160) The Japanese Company
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This Japanese business guide takes an honest look at the Japanese company in its full historical, industrial, and societal contexts. The author explains how the Japanese company is run and how its workings affect those associated with it-and the people of Japan in general. The author also examines the organization and management of a company and the employees' place within it. The obsession with titles and hierarchy is noted, and the existence of...
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