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"The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. "The Customer Service Survival Kit" explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: the power of leaning into criticism; trigger phrases that can make bad situations worse; the secret to helping people feel deeply heard in a crisis; how to use the divide-and-conquer approach to safely deliver bad news; indispensable problem-solving tools; how to become immune to intimidation; how to wrap up transactions so that customers are happy; and more! Best yet, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with any customer - the key to radical improvements in every organization.;"

"The Landlord's Financial Tool Kit will show readers how to truly maximize the profit on their real estate investments. Featuring dozens of ready-to-use forms, worksheets, tables, and checklists, the book helps readers:* pick properties with financial issues in mind* understand concepts such as cash flow and depreciation* set up effective bookkeeping and record-management systems* avoid common mistakes in income reporting* shelter income and reduce income taxes* comply with tax laws and regulations* take advantage of write-offs and loopholesPacked with useful, practical information on tax rules and creating cash flow, The Landlord's Financial Tool Kit simplifies everything there is to know about managing real estate and being a successful landlord."

""The Trainer's Tool Kit has long been a valued guide for trainers and managers in need of a quick refresher. Now completely updated with hundreds of ready-to-use techniques, the book is still the perfect resource for new trainers, managers who are suddenly asked to train, and training professionals in need of a quick refresher. Comprehensive and arranged in an easy-reference format, The Trainer's Tool Kit, Second Edition, supplies instant guidance specifically designed to make any training task easier and more efficient."