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"Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company?s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed."

"Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioural psychology, any service rep or team can dramatically improve service quality. "Great Customer Connections" presents a step-by-step program that takes proven psychological principles and turns them into easy-to-apply practices - so each customer interaction becomes a peak experience."

"First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to: * handle irate customers * end those ""endless"" calls * take meaningful messages * handle conference calls and transfer calls * screen calls and ask focused questions * use the phone during emergencies * improve their voice effectiveness With worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service."

"To be effective, the people in charge must give their team a reason to believe in their talents and their ability to get people to work together. Great leadership requires decisiveness, authority, conviction, compassion, amd, most importantly, the ability to set the right example. In "Lead by Example," leadership guru John Baldoni reveals the traits and abilities leaders need to know to inspire others to follow them."

"Contents :- Introduction - Chapter 1: Young Professional 411 - Chapter 2: Create a Knockout Day One - Chapter 3: Give Them What They Need to Know to Succeed - Chapter 4: Integrate Them Into Your Workplace Culture - Chapter 5: Build High-Impact Communicators - Chapter 6: Ensure a Return on Your Expectations - Chapter 7: Keep Their Focus on Their Focus - Chapter 8: Develop Impeccable Customer Service Skills - Chapter 9: Grow Employees Who Create Company Calm - Chapter 10: Inspire Great Performance - Afterthought - Acknowledgments - About the Author - Index "

"It's not just the money or benefits you offer that recruit, retain, and inspire talented employees. It's the total rewards package. Now in a completely revised second edition, How to Recognize & Reward Employees gives you exciting and practical ways to get the most from your people."