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What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades - it turns out there is plenty to learn. Dennis Snow's Lessons From the Mouse provides ten no-nonsense, practical principles that…

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Your customers don't care whether it is you, your ISP, ASP, or other outsourced provider who screws up - they just know they can't do business with you when they want to. All that matters is that your e-business is failing to deliver - and that you need to hold…

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With customer loyalty weighing in as the most valued commodity in the workplace today, we'd all like to know how to create lasting emotional connections to keep clients personally satisfied and eager to do business with us. In this followup to Take Charge of Your…

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Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results…

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Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about an industry that seems to grow more inhuman and unhelpful…

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The demand on multi-line reps to sell Life insurance has never been higher. Through my coaching, conducting sales interviews, and accompanying reps on joint sales calls, I've experienced the prospect interviews collected in this book. Many times after sharing…

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Telephone (or Email) Customer Service will show you how to make angry customers your best friends. There are several quick ideas to help you handle many of the most common customer service situations.

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THE #1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER! “Like any business, a hospital must be true to its core values in order to succeed. ‘Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out…

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Revised and updated for the first time since original publication! Here is the 200,000-copy staple, praised by Warren Buffett as "a gem ... I wish everyone at Berkshire would follow [Jack Mitchell's] advice--we would own the world." If you want to put your arms…

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The Celebrity Experience combines the best practices of the business world with those of the celebrity world to create a practical and proactive guide for anyone who wants to bring their business’s internal and external customer service to the level of star…

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THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME You've heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what…

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This book is your quick guide to telephone skills. In five short lessons, you’ll have the skills you need to be the best ambassador you can be for your own company or for your employer’s through your ability to communicate over the phone. The five quick steps in…