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Author: Shaun Belding Publisher: ECW Press ISBN: 1550226304 Category : Business & Economics Languages : en Pages : 231
Book Description
Annotation Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening to customers, echoing the issue, sympathizing with the customer's emotional state, thanking the customer, evaluating one's opinion, and responding with a win-win solution.
Author: Shaun Belding Publisher: ECW Press ISBN: 1550226304 Category : Business & Economics Languages : en Pages : 231
Book Description
Annotation Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening to customers, echoing the issue, sympathizing with the customer's emotional state, thanking the customer, evaluating one's opinion, and responding with a win-win solution.
Author: Shaun Belding Publisher: ECW Press ISBN: 1550226339 Category : Business & Economics Languages : en Pages : 218
Book Description
Annotation This guide helps managers determine which of their problem employees may need a little encouragement, a little direction, a full-fledged attitude adjustment, or to be set free. Managers learn how to work with a myriad of challenging personality types--from those who just can't seem to get the job done to negative, whiny, and uncooperative ones. Employers learn the importance of setting goals, observing and assessing performance, and responding with motivating and nonnegotiable performance standards.
Author: Shaun Belding Publisher: ECW Press ISBN: 1550226320 Category : Business & Economics Languages : en Pages : 190
Book Description
Annotation This job survival guide offers real-life strategies for dealing with the officious boss. Employees are introduced to the FIRST approach, which advocates flying below the radar, ignoring, retraining, standing one's ground, and talking turkey. Practical tactics are provided for dealing with a wide range of unique and nasty bosses, including "Coveting Your Butt 101, "Making Molehills out of Mountains," and "The Straw Man Strategy." These tips will help any employee deal with a difficult boss, whether ignorant, foul, selfish, loud, obnoxious, abrasive, incompetent, impatient, rude, incoherent, embarrassing, smelly, mean-spirited, sexist, or disrespectful, or any combination thereof.
Author: Shaun Belding Publisher: Kogan Page Publishers ISBN: 074945914X Category : Business & Economics Languages : en Pages : 192
Book Description
In today's competitive work environment it is essential to get ahead and get noticed. We do have control over our success in life - we have an opportunity, every day, to change the odds in our favour. Win at Work covers all the areas that we can change and take into our own hands such as winning with people, winning in the workplace, team tips, rules for making great impressions, how to achieve success. Each section contains approximately 20 short chapters with research references from a number of countries and anecdotal stories from the author's experiences around the world.
Author: Samantha Power Publisher: Basic Books ISBN: 0465050891 Category : History Languages : en Pages : 640
Book Description
A character-driven study of some of the darkest moments in our national history, when America failed to prevent or stop 20th-century campaigns to exterminate Armenians, Jews, Cambodians, Iraqi Kurds, Bosnians, and Rwandans.
Author: Freeman Hall Publisher: Simon and Schuster ISBN: 1440508763 Category : Biography & Autobiography Languages : en Pages : 288
Book Description
From Act I: "I think you left these behind," I said, handing them to her. This happens all the time when women try to return bags they've used. Tampons, lipstick, coins, Tic Tacs, and condoms are the top treasures found. "Greasy" let out a sigh as if I were the problem. "I really don't see what the problem is here. It's none of your business what I keep in my handbag." It is when my commission is at stake! I'm not your Designer Handbag Rental Service! My name is not BagBorrowOrSteal.com! This is a place Freeman Hall, a twenty-year veteran "on the floor," knows well. While delivering side-splitting stories alongside brutally cynical commentary, Freeman recounts his most shocking experiences in Retail Hell. From the time he was attacked by a customer's four-year-old, who grabbed onto his leg like a poodle and wouldn't let go, to the day he found the fitting room walls covered in s**t, Freeman has seen and heard (smelled and felt) it all! Horrifying and hilarious, this behind-the-scenes look at what really goes on at the Big Fancy Stores is rollicking, ready-to-wear wisdom for readers everywhere.
Author: Shaun Belding Publisher: ECW Press ISBN: 1550226959 Category : Business & Economics Languages : en Pages : 223
Book Description
Effective and practical strategies for dealing with difficult, unmanageable customers on the telephone are offered in this essential guide for call center managers and other service-oriented positions. Advice on utilizing tone of voice to defuse conflict is provided, as well as 18 basic rules to follow in order to maximize caller satisfaction. A four-pronged approach known as LIFT—listening to customers, involving oneself in the situation, focusing on the issue, and thanking the customer—is explained. Making use of these time-tested techniques can turn even the most nightmarish patrons into devoted customers.
Author: Shaun Belding Publisher: ISBN: Category : Customer relations Languages : en Pages : 152
Book Description
"'Dealing with the customer from hell' provides realistic, proven strategies for working with those 'special people' who drive you mad. It identifies the various types of unreasonable customer and how to handle them."--Jacket.
Author: Jason Mott Publisher: Penguin ISBN: 0593330986 Category : Fiction Languages : en Pages : 337
Book Description
***2021 NATIONAL BOOK AWARD WINNER*** ***THE NATIONAL BESTSELLER*** Winner of the 2021 Sir Walter Raleigh Award for Fiction, Joyce Carol Oates Literary Prize Finalist, 2022 Chautauqua Prize Finalist, Willie Morris Award for Southern Writing Shortlist, 2021 Aspen Words Literary Prize Shortlist, 2022 Maya Angelou Book Award Shortlist, 2022 Carnegie Medal Longlist A Read With Jenna Today Show Book Club Pick! An Ebony Magazine Publishing Book Club Pick! One of Washington Post's 50 Notable Works of Fiction | One of Philadelphia Inquirer's Best Books of 2021 | One of Shelf Awareness's Top Ten Fiction Titles of the Year | One of TIME Magazine’s 100 Must-Read Books | One of NPR.org's "Books We Love" | EW’s "Guide to the Biggest and Buzziest Books of 2021" | One of the New York Public Library's Best Books for Adults | San Diego Union Tribune—My Favorite Things from 2021 | Writer's Bone's Best Books of 2021 | Atlanta Journal Constitution—Top 10 Southern Books of the Year | One of the Guardian's (UK) Best Ten 21st Century Comic Novels | One of Entertainment Weekly's 15 Books You Need to Read This June | On Entertainment Weekly's "Must List" | One of the New York Post's Best Summer Reading books | One of GMA's 27 Books for June | One of USA Today's 5 Books Not to Miss | One of Fortune's 21 Most Anticipated Books Coming Out in the Second Half of 2021 | One of The Root's PageTurners: It’s Getting Hot in Here | One of Real Simple's Best New Books to Read in 2021 An astounding work of fiction from New York Times bestselling author Jason Mott, always deeply honest, at times electrically funny, that goes to the heart of racism, police violence, and the hidden costs exacted upon Black Americans and America as a whole In Jason Mott’s Hell of a Book, a Black author sets out on a cross-country publicity tour to promote his bestselling novel. That storyline drives Hell of a Book and is the scaffolding of something much larger and more urgent: Mott’s novel also tells the story of Soot, a young Black boy living in a rural town in the recent past, and The Kid, a possibly imaginary child who appears to the author on his tour. As these characters’ stories build and converge, they astonish. For while this heartbreaking and magical book entertains and is at once about family, love of parents and children, art and money, it’s also about the nation’s reckoning with a tragic police shooting playing over and over again on the news. And with what it can mean to be Black in America. Who has been killed? Who is The Kid? Will the author finish his book tour, and what kind of world will he leave behind? Unforgettably told, with characters who burn into your mind and an electrifying plot ideal for book club discussion, Hell of a Book is the novel Mott has been writing in his head for the last ten years. And in its final twists, it truly becomes its title.
Author: Shaun Belding
Author: Shaun Belding
Author: Shaun Belding
Author: Shaun Belding
Author: Shaun Belding
Author: Samantha Power
Author: Freeman Hall
Author: Shaun Belding
Author: Shaun Belding
Author: John Tschohl
Author: Jason Mott