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"Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: ? Identify the roles and responsibilities of a call center staff ? Prepare yourself to deliver quality service ? Learn to communicate successfully ? Identify current legislation, terminology, and technology affecting call center staff ? Develop skills for building trust ? Enhance telephone verbal skills and vocal quality ? Build problem solving and decision-making skills ? Learn to handle difficult customer situations ? Improve your time-management and multitasking skills ? Identify ways to control your stress level ? Learn to recover from mistakes?yours and your customer?s. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy."

"In "How the Best Leaders Lead", Brian Tracy reveals the strategies used by top executives and business owners everywhere to achieve astounding results in difficult markets against determined competition. Readers will learn how to set clear goals and objectives for themselves and others, set priorities and focus on key tasks, solve problems faster and make better decisions, determine the ideal leadership style for any situation, motivate their people and develop an exciting future vision for their business."

"Organizations that don't take steps to plan for future talent needs at all levels, will face certain disruptions, and even disasters, when key employees leave. Still the most comprehensive and authoritative book on the subject, this new edition of Effective Succession Planning presents strategies for creating a complete, systematic succession planning program. Updated and expanded to reflect the latest trends and best practices in succession management, the book contains 20 per cent new material, including chapters on recruitment and retention as part of succession planning, as well as updated references and research. The book also includes a CD-Rom filled with worksheets, assessment tools, and training guides...everything readers need to help lead their organizations into the future."

"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 covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: projecting a positive attitude and making a great first impression; communicating effectively, both verbally and nonverbally; developing trust, establishing rapport, and making customers feel valued; and confidently handling difficult customers and situations. The new features include: 'How Do I Measure Up?' self-assessments, and 'Doing It Right' examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more."

"With real estate prices at their lowest in years and the economy poised for a rebound, it's an opportune time to invest in commercial real estate. But credit and financing issues can still pose challenges that prospective borrowers must overcome in order to get the money and mortgage terms they need. Commercial Mortgages 101 is a step-by-step guide for both real estate investors and mortgage brokers, offering insight, practical tools and a thorough overview of commercial mortgage underwriting and credit analysis. Readers will learn how to: Think and speak like a commercial real estate lender * Quickly size and under write a basic commercial real estate loan * Prepare a personal cash flow statement and calculate true net worth and liquidity * Read and interpret a lender's preliminary loan proposal * Create a Schedule of Real Estate Owned * Prepare a persuasive and professional loan request package * Choose the right form of ownership (including LP, LLC, Co-tenancy and others) * And more Both thorough and timely, Commercial Mortgages 101 reveals what readers need to ensure their loans are approved."

"Acritical figure in America's Cold War intelligence operations, Peter Earnest knows human nature and how to set priorities to stay true to a mission. With this book, Earnest and bestselling author Maryann Karinch demonstrate how core principles of intelligence apply directly to business strategy. Trust building, loyalty, innovative thinking, using intelligence to support tough decision making, getting the most from human resources all are linchpins of critical business strategy, indispensable to: Vetting, hiring, and training the ideal team Establishing connections with the right people Contingency planning Operating in both friendly and hostile territory Cutting losses at the right time while increasing the overall win ratio With instructive examples from CIA operations and the business world, Business Confidential vividly illustrates the value of the intelligence mindset in today's unpredictable business landscape."

"Straight information and practical steps for better purchasing and procurement. The purchasing function is in the middle of unprecedented change. The transformation is being driven by globalization in consumer and supplier markets, as well as by rapid technological advances that facilitate procurement on any scale."

"Nanoscience is taking technology to a realm of astounding possibilities. With Nanocosm, Atkinson reveals a spectacular view of the immediate future of nanoscience and its applications in medicine, computing, engineering, and other arenas that affect our world, redefining how we work, play, and live."

""With software and hardware development techniques improving constantly, it's surprising to learn that more than half of all technology projects overrun their schedules and budgets by 200 percent or more. Computerworld magazine recently reported several surveys showing that project failure is overwhelmingly traceable to poorly defined project organization, a lack of training, weak executive support, inconsistent methods and policies, and other readily addressed factors."

"With over 40,000 copies sold, the first edition of Persuasive Business Proposals helped many readers construct dynamic, effective proposals. Now in paperback, this fully-revised second edition still gives readers simple, effective techniques for organizing, writing, and delivering proposals while updating the author's winning strategies for today's global business environment."