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Presents proven techniques for creating unforgettable customer experiences. 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 first-ever management guide for Millennials. They will master crucial skills such as dealing with difficult people, delivering constructive feedback, and making tough decisions—while gaining insight into the four generations in the workplace and how they can successfully bring out the best in each.
Today, the fastest way to get more done is to focus on tech management—not time management. The devices and software you use every day have incredible time-saving features almost nobody knows about! Once you discover them you’ll effortlessly boost your performance and zoom to your goals like never before.
Dispenses bottom-line wisdom managers need to succeed. A true management classic, the book covers essential topics such as hiring and firing, leadership, motivation, managing time, dealing with superiors, and much more.
Managing people is a tricky business--and managers and small business owners need a clear understanding of the essentials of human resources to survive. This book covers all the key areas and brings readers up to speed on current developments in employment law and much more. Featuring step-by-step guidance on everything from COBRA compliance to privacy issues.
Implementing professional management helps owners and employees find the sense of purpose, direction, and control needed to grow and endure. In this book you'll discover a philosophy and a system of applied professional management tailored to the needs of small and growing businesses.
Mintzberg has taken his classic book Managing, done some updating, and distilled its essence into a lean 176 pages of text. The essence of the book remains the same: what Mintzberg learned from observing twenty-nine managers in settings ranging from a refugee camp to a symphony orchestra. Simply Managing considers the intense dynamics of this job as well as its inescapable conundrums.
An in-depth look at today's most pressing business issues through the eyes of Peter Drucker--the father of modern management "Channeling Peter Drucker to tackle some of this century's most difficult topics, What Would Drucker Do Now? is a veritable treasure trove of fascinating reading.