Download or read online books in PDF, EPUB and Mobi Format. Click Download or Read Online button to get book now. This site is like a library, Use search box in the widget to get ebook that you want.

Great Customer Connections

Great Customer Connections Author Richard S. Gallagher
ISBN-10 0814473083
Release 2006
Pages 239
Download Link Click Here

"To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you: connect with customer's individual personalities; use the "secret phrases" that make customers feel great; tell them anything without upsetting them; stop having to say "no" - permanently; and defuse any crisis and take command of each interaction - even with your most difficult and unclear customers."--BOOK JACKET.



Marketing Management 4E

Marketing Management 4E Author Rajan Saxena
ISBN-10 0070144915
Release 2009
Pages 883
Download Link Click Here

Marketing Management 4E has been writing in one form or another for most of life. You can find so many inspiration from Marketing Management 4E also informative, and entertaining. Click DOWNLOAD or Read Online button to get full Marketing Management 4E book for free.



Blackwell s Five Minute Veterinary Practice Management Consult

Blackwell s Five Minute Veterinary Practice Management Consult Author Lowell Ackerman
ISBN-10 9781118662182
Release 2013-08-13
Pages 808
Download Link Click Here

Blackwell’s Five-Minute Veterinary Practice Management Consult, Second Edition has been extensively updated and expanded, with 55 new topics covering subjects such as online technologies, hospice care, mobile practices, compassion fatigue, practice profitability, and more. Carefully formatted using the popular Five-Minute Veterinary Consult style, the book offers fast access to authoritative information on all aspects of practice management. This Second Edition is an essential tool for running a practice, increasing revenue, and managing staff in today’s veterinary practice. Addressing topics ranging from client communication and management to legal issues, financial management, and human resources, the book is an invaluable resource for business management advice applicable to veterinary practice. Sample forms and further resources are now available on a companion website. Veterinarians and practice managers alike will find this book a comprehensive yet user-friendly guide for success in today’s challenging business environment.



How to Tell Anyone Anything

How to Tell Anyone Anything Author Richard S. Gallagher
ISBN-10 9780814410158
Release 2009
Pages 217
Download Link Click Here

No one likes to be criticized. But when feedback is necessary--whether it's with a boss, someone we manage, or another co-worker--it takes great communication skills to successfully get the message across with feelings and relationships intact. Drawing from the latest in psychology on how best to connect with others,How to Tell Anyone Anything steers readers away from the common mistake of focusing on what's wrong, and shows them instead how to provide clear, constructive, positive messages that create real behavior and performance change. Complete with illuminating examples and a unique step-by-step process, the book gives readers powerful insight into how we all react naturally to criticism--and how to transform interactions that might become verbal tugs-of-war into collaborative, problem-solving sessions.



What to Say to a Porcupine

What to Say to a Porcupine Author Richard S. GALLAGHER
ISBN-10 0814410561
Release 2008-04-12
Pages 128
Download Link Click Here

What do a demanding colony of porcupines, an upscale restaurant run by hyenas, and a famous medieval knight have in common? They are all part of one of the most entertaining and instructive books on customer service ever written. What to Say to a Porcupine uses the format of Aesop’s fables to illustrate fundamental principles of customer service, including: By a Hare: Great service is all about going the extra mile, as learned by a group of rabbits running an express mail delivery service. Bear with Me: One grizzly bear’s honey shop undergoes an amazing transformation when he discovers a better way to greet his customers. What to Say to a Porcupine: When a newly arrived colony of demanding porcupines wreaks havoc on local businesses, readers get a lesson on handling difficult customers in a positive, constructive manner. Each story is followed by a short discussion, illuminating topics from customer relationships to how to motivate a service team. Fun, quick, and constructive, this is a guide for anyone involved in customer service.



Library Journal

Library Journal Author
ISBN-10 UOM:39015063396199
Release 2006
Pages
Download Link Click Here

Includes, beginning Sept. 15, 1954 (and on the 15th of each month, Sept.-May) a special section: School library journal, ISSN 0000-0035, (called Junior libraries, 1954-May 1961). Also issued separately.



Delivering Legendary Customer Service

Delivering Legendary Customer Service Author Richard S. Gallagher
ISBN-10 1591137594
Release 2005
Pages 276
Download Link Click Here

Delivering Legendary Customer Service is your guide to the communications, transaction and leadership skills for creating the same great customer service experiences as the world's service leaders.



American Book Publishing Record

American Book Publishing Record Author
ISBN-10 UOM:39015066180400
Release 2005
Pages
Download Link Click Here

American Book Publishing Record has been writing in one form or another for most of life. You can find so many inspiration from American Book Publishing Record also informative, and entertaining. Click DOWNLOAD or Read Online button to get full American Book Publishing Record book for free.



How to Get People to Do Stuff

How to Get People to Do Stuff Author Susan Weinschenk
ISBN-10 9780133122350
Release 2013-03-07
Pages 224
Download Link Click Here

We all want people to do stuff. Whether you want your customers to buy from you, vendors to give you a good deal, your employees to take more initiative, or your spouse to make dinner—a large amount of everyday is about getting the people around you to do stuff. Instead of using your usual tactics that sometimes work and sometimes don't, what if you could harness the power of psychology and brain science to motivate people to do the stuff you want them to do - even getting people to want to do the stuff you want them to do. In this book you’ll learn the 7 drives that motivate people: The Desire For Mastery, The Need To Belong, The Power of Stories, Carrots and Sticks, Instincts, Habits, and Tricks Of The Mind. For each of the 7 drives behavioral psychologist Dr. Susan Weinschenk describes the research behind each drive, and then offers specific strategies to use. Here’s just a few things you will learn: The more choices people have the more regret they feel about the choice they pick. If you want people to feel less regret then offer them fewer choices. If you are going to use a reward, give the reward continuously at first, and then switch to giving a reward only sometimes. If you want people to act independently, then make a reference to money, BUT if you want people to work with others or help others, then make sure you DON’T refer to money. If you want people to remember something, make sure it is at the beginning or end of your book, presentation, or meeting. Things in the middle are more easily forgotten. If you are using feedback to increase the desire for mastery keep the feedback objective, and don’t include praise.



The Customer Service Survival Kit

The Customer Service Survival Kit Author Richard Gallagher
ISBN-10 9780814431849
Release 2013-03-20
Pages 208
Download Link Click Here

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.



How to win friends influence people

How to win friends   influence people Author Dale Carnegie
ISBN-10 9789352613939
Release 2016-09-17
Pages 224
Download Link Click Here

-



Words Can Change Your Brain

Words Can Change Your Brain Author Andrew Newberg
ISBN-10 9780142196779
Release 2013
Pages 272
Download Link Click Here

Outlines a strategy for "compassionate communication" in order to forge bonds for more effective conversation and productivity, explaining how to use strategic steps to overcome conflicts and to promote more collaborative environments.



Influence rev

Influence  rev Author Robert B. Cialdini
ISBN-10 9780688128166
Release 1993
Pages 320
Download Link Click Here

Influence, the classic book on persuasion, explains the psychology of why people say "yes"-and how to apply these understandings. Dr. Robert Cialdini is the seminal expert in the rapidly expanding field of influence and persuasion. His thirty-five years of rigorous, evidence-based research along with a three-year program of study on what moves people to change behavior has resulted in this highly acclaimed book. You'll learn the six universal principles, how to use them to become a skilled persuader-and how to defend yourself against them. Perfect for people in all walks of life, the principles of Influence will move you toward profound personal change and act as a driving force for your success.



Exploring Social Psychology

Exploring Social Psychology Author David Myers
ISBN-10 9780078127298
Release 2014-03-27
Pages 561
Download Link Click Here

Exploring Social Psychology succinctly explores social psychological science and applies it to contemporary issues and everyday life. Based on the bestselling text, Social Psychology by David Myers, the book presents 31 short modules - each readable in a single sitting - that introduce students to such scientific explorations as love and hate, conformity and independence, prejudice and helping, and persuasion and self - determination.



Covert Persuasion

Covert Persuasion Author Kevin Hogan
ISBN-10 9781458726643
Release 2011-02-18
Pages 308
Download Link Click Here

This book is a treasure trove of ideas you can use to turn a 'no' into a 'yes' almost instantly-in any sales situation.''-Brian Tracy, speaker and author of Create Your Own Future and Change Your Thinking, Change Your Life Hogan is the master of persuasion. I urge you to persuade yourself to buy this book and everything he's ever written and recorded. It will help you understand yourself, understand others, and succeed. This information is bankable.''-Jeffrey Gitomer, author of The Sales Bible, Little Red Book of Selling, and Little Red Book of Sales Answers There's more wisdom in this book than in 500 pages on the same subject. Whether you need to persuade your lover, your spouse, your boss, your clients, your friends, or yourself, this powerhouse collection of mind tricks and secrets will give you the upper hand. In today's competitive world, this is the persuasion wizard's manual you need to control circumstances and get what you want.''-Dr. Joe Vitale, author of Life's Missing Instruction Manual and The Attractor FactorWhen you read Hogan's writing, it feels like you're getting sage advice from a master. Would you like other people to decide on their own (or so they think) to go along with your every whim? Then this is the book you've been looking for.''-David Garfinkel, author of Advertising Headlines That Make You Rich There is more practical information on the dynamics of selling and communication in these pages than you could ever acquire in a lifetime on your own through trial and error. Take advantage of the authors' wisdom and read this book!""-Todd D. Bramson, Certified Financial Planner and author of Real Life Financial Planning



Smile Training Isn t Enough

Smile Training Isn t Enough Author Richard S. Gallagher
ISBN-10 1555714226
Release 1998
Pages 220
Download Link Click Here

Excellent customer service is a little like apple pie and motherhood: every business has great things to say about it. So why is there so much bad service out there? This groundbreaking book uncovers the real reasons behind excellent service quality, and how to deploy them in business as a strategic weapon for growth.



Psychology of Intelligence Analysis

Psychology of Intelligence Analysis Author Richards J. Heuer
ISBN-10 9780160590351
Release 1999
Pages 184
Download Link Click Here

Psychology of Intelligence Analysis has been writing in one form or another for most of life. You can find so many inspiration from Psychology of Intelligence Analysis also informative, and entertaining. Click DOWNLOAD or Read Online button to get full Psychology of Intelligence Analysis book for free.