Author : Thomas E. Kane
Publisher : American Bar Association
Page : 180 pages
File Size : 31,84 MB
Release : 2004
Category : Biography & Autobiography
ISBN : 9781590312674
This publication will help ease the task of communicating with clients, prospects and others.
Author : Charlotte Purvis
Publisher : Write Way Publishing Company
Page : 172 pages
File Size : 27,68 MB
Release : 2020-12-11
Category :
ISBN : 9781946425683
A Tried, True, and Tested Formula to Increase Customer Satisfaction and Boost Your Brand One conversation with a client changed everything for the author, Charlotte Purvis: "We do not want the people answering the phones to sound like they are just sitting around at home talking to their family and friends." That statement was the catalyst for Charlotte Purvis to develop the 3-F Customer Communication Formula. Friendly + Formal + Focused = Customer Service Success This Formula helped her clients create an environment where Customer Service Professionals (CSPs) spoke in a manner that customers would know they were contacting a Best-in-Class Contact Center, instead of someone sitting at home chatting on the phone with their family and friends. That conversation with the client was over 20 years ago, and since then Charlotte Purvis has coached and trained hundreds of Customer Service Professionals using her 3-F Customer Service Formula. As a result, literally millions of customers have benefited from the service they've received based on this formula. "Customer Service Professionals" include advisors, agents, consultants, assistants, specialists, representatives, coordinators, sales enrollment specialists, and basically anyone who communicates with customers. In a world that is becoming increasingly more competitive, when anyone can start a business with a website and a product idea, and when more customers are buying online than ever before, outstanding customer service will set you apart from your competition. There is no question that investing in improving your customer service will pay dividends in the long term. This book is for Customer Service Professionals, Corporate Leaders, Small Business Owners, Faith Community Leaders, Managers, Supervisors, Trainers, Coaches, Subject Matter Experts, Government Agencies, Non-profit Organizations, and anyone interested in customer communication and customer service success. Here's some of what you will discover in this book: Three key words that Customer Service Professionals and Leaders need to know-and that have been successfully used to assist millions of customers. The Three Phases of Customer Interactions-Connection, Conversation, and Closure-and how to apply the 3-F Formula to each phase. How to speak the language of customer service, manage challenging situations, and offer each customer an excellent experience. 10 Statements Every Organization Needs in order to develop a custom approach to Customer Service. How to provide Extreme Customer Service, especially during a global crisis. Success Stories about how the 3-F Customer Communication Formula has helped clients reach and exceed their customer service goals. The Charlotte Purvis Story about how she took lessons learned in her beloved Tuscaloosa, Alabama, and from her years of client engagements to develop a formula that not only benefits customers but also helps her clients advance in their personal and professional lives. And More! This book is really two books in one. Part 1 is for Customer Service Professionals (CSPs) and part 2 is for Customer Service Leaders. Lots of CSPs move on to roles of additional leadership and this book prepares them for that next level. If you're ready to start looking at the world through the eyes of your customers and take your business to the next level by delivering the best-in-class customer service, then click the BUY NOW button and let's take this journey together.
Author : Sunny Bonnell
Publisher : HarperCollins
Page : 278 pages
File Size : 45,61 MB
Release : 2019-09-03
Category : Business & Economics
ISBN : 0062856944
An unconventional business book for the rebels and misfits—the Rare Breeds—who don’t fit the traditional mold, offering an approach that’s anything but business as usual. “Brazen rant!” -- Seth Godin, New York Times bestselling author of This is Marketing and What to Do When It’s Your Turn In every job you’ve ever had, you’ve been judged, labeled, and made to feel like an outsider. Defiant. Dangerous. Different. A real pain-in-the-ass.The message? To be successful, you’ve got to fundamentally change. But what if -- instead of conforming -- you learned how to punch society’s codes in the nose, run like a hooligan through the corridors of entrenched power, and succeed -- not by grinding down your prickly parts, but by going all-in on who you really are? “A guide for strategic rebellion.” -- Mark Levy, founder of Levy Innovation and creator of Your Big Sexy Idea® Meet Sunny Bonnell and Ashleigh Hansberger, award-winning global brand consultants, founders of Motto, and authors of Rare Breed: A Guide to Success for the Defiant, Dangerous, and Different. In this book, you’ll come face-to-face with seven controversial virtues that are typically seen as ladder-burning, career-ending personality traits that – convention says -- keep mavericks, oddballs, and visionaries like you from getting along, getting buy-in, and getting ahead. “A beautiful reminder that you are not alone.” -- Charlamagne Tha God, New York Times bestselling author of Black Privilege Sunny and Ashleigh provide singular insight into how you can flip the script and turn your so-called “vices” into your virtues, transforming your most “undesirable” flaws into the high-octane fuel of your success. In a world that wants to own you, you’ll finally learn how to own yourself, through embracing all your parts – not just the pretty ones. College dropouts and social misfits Sunny and Ashleigh provide front-row seats to their own counterintuitive rise from broke-ass outsiders to brand consultants for iconic brands. Success, they show you, is no longer the sole purview of the Harvard MBA graduate. Your ticket to ride resides within the side of you that’s disorderly, independent, and rogue. Deep down, you’ve always been the kid to point out when the emperor has no clothes. Yet, time and time again you’ve been faced with the consequences of deviating from social expectations. This is a new conversation for a new era. What would happen if, starting today, you walked away from the sheeple? What could you build?
Author : Marjorie Corman Aaron
Publisher : Oxford University Press
Page : 288 pages
File Size : 21,18 MB
Release : 2012-05-04
Category : Law
ISBN : 0199970858
Lawyers know that client counseling can be the most challenging part of legal practice. Clients question and often resist the complexities and uncertainties inherent in law and legal process. Honest advice from the lawyer can make a client doubt his or her allegiance and zeal. Client backlash may be directed at the lawyer who communicates bad news. Thus, the lawyer may feel torn between the obligation to clearly inform a client about weaknesses in legal positions and fear of damaging the client relationship. Too often, the lawyer struggles to counsel a particularly difficult client, but to no avail. Client Science is written to provide insight and advice to lawyers on how to more effectively communicate with their clients with regard to legal realities and difficult decisions. It will help lawyers with the always-difficult task of delivering "bad news," which will result in better-informed and thus more satisfied clients. The book explains applicable social science research and insights and translates them into plain language relevant to legal practice and client counseling. Marjorie Corman Aaron offers specific suggestions related to a lawyer's ordering, timing, phrasing, and type of explanation, as well as style adjustments for the lawyer's voice, gesture, and body position, all to impact client counseling and to improve the lawyer-client relationship.
Author : Tony Alessandra
Publisher : Simon and Schuster
Page : 308 pages
File Size : 47,25 MB
Release : 1993-08-16
Category : Business & Economics
ISBN : 1439104964
In today's competitive workplace, your ability to communicate is your most important business skill. This valuable handbook to better business communication can help you develop the skills you need to succeed. Using real-life examples, it offers practical, easy-to-use instruction in writing effective memos and reports, making memorable presentations, and leading productive meetings. It also introduces key telephone skills, shows you how to interpret body language and personal communication styles -- and teaches you the critical listening and questioning skills you need to get ahead. Whether you're a top manager trying to lead a large organization or one of the millions of people who actually get the work done, Communicating at Work can help you be more effective, get more of what you want out of work, and improve your chances for success.
Author : Don R. Crawley
Publisher : Soundtraining Net
Page : 164 pages
File Size : 11,53 MB
Release : 2011-05-05
Category : Computer industry
ISBN : 9780983660705
Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
Author : Michael Zipursky
Publisher : Consulting Success
Page : 306 pages
File Size : 25,55 MB
Release : 2018-10-16
Category :
ISBN : 9781775041115
How can you take your skills and expertise and package and present it to become a successful consultant? There are proven time-tested principles, strategies, tactics and best-practices the most successful consultants use to start, run and grow their consulting business. Consulting Success teaches you what they are. In this book you'll learn: - How to position yourself as a leading expert and authority in your marketplace - Effective marketing and branding materials that get the attention of your ideal clients - Strategies to increase your fees and earn more with every project - The proposal template that has generated millions of dollars in consulting engagements - How to develop a pipeline of business and attract ideal clients - Productivity secrets for consultants including how to get more done in one week than most people do in a month - And much, much more
Author : Marty Brounstein
Publisher : John Wiley & Sons
Page : 389 pages
File Size : 38,84 MB
Release : 2011-03-16
Category : Business & Economics
ISBN : 1118053729
A friendly guide that teaches you effective methods of communication to avoid common conflicts and make your voice heard in the office Communicating Effectively For Dummies shows you how to get your point across at work and interact productively with bosses and coworkers. Applying your knowledge and skill to your job is the easy part; working well with others is often the hard part. This helpful guide lets you maximize your personal interactions, even when resolving conflicts, dealing with customers, or giving difficult presentations. Whether you're the CEO of a major corporation, a small business owner, or a team manager, effective and clear communication is imperative to your success. From keeping your listener engaged to learning to become a better listener, Communicating Effectively For Dummies offers all the strategies, tips, and advice you need to: Learn how to become an active listener Accentuate the positive in negative situations Find win-win solutions for conflicts Stay on track when writing e-mails and letters Handle presentations, interviews, and other challenges Speak forcefully and assertively without alienating others This friendly and comprehensive guide gives you the keys to a thriving career with expert advice on effective verbal and nonverbal communication. From mastering your own facial expressions (and reading them in others) to being a happy boss, this book covers all the angles: Becoming aware of your own assumptions Dealing with passive-aggressive communicators What to say to help someone open up to you Communicating through eye contact and body language Maintaining a positive attitude Dealing with sensitive issues Effective conflict resolution models When to use e-mail, the phone, or a face-to-face meeting Dealing with angry customers Coaching your staff to communicate better In today's high-stress work environment, good communication skills are imperative for keeping your cool and getting your point across. With your own copy of Communicating Effectively For Dummies, you'll know what to say, how to say it, and that being a good listener can often be the difference between getting ahead and just getting by.
Author : Gabby Koutoukidis
Publisher : Elsevier Australia
Page : 992 pages
File Size : 49,89 MB
Release : 2009
Category : Medical
ISBN : 0729538575
"Tabbner's Nursing Care: Theory and Practice is the only Australian and New Zealand textbook written specifically for the enrolled nurse student. The new 5th edition of this best-selling text has been fully revised and updated throughout to reflect the content of the new National Curriculum. Unit 1 The evolution of nursing Unit 2 The health care environment Unit 3 Cultural diversity and nursing practice Unit 4 Promoting psychosocial health in nursing practice Unit 5 Nursing individuals throughout the lifespan Unit 6 The nursing process Unit 7 Assessing health Unit 8 Important component of nursing care Unit 9 Health promotion and nursing care of the individual Appendices."--Provided by publisher.
Author : Michelle O'Reilly
Publisher : Taylor & Francis
Page : 241 pages
File Size : 38,83 MB
Release : 2021-03-24
Category : Psychology
ISBN : 1000360857
Improving Communication in Mental Health Settings draws on empirical studies of real-world settings to demonstrate contemporary practice-based evidence, providing effective strategies for communicating with patients/clients in mental health settings. The book integrates clinical experience and language-based evidence drawn from qualitative research. Drawing on studies that utilize scientific language-based approaches such as discourse and conversation analysis, it focuses on social interaction between professionals and patients/clients to demonstrate effective communication practices. Chapters are led by clinical professionals and feature a range of mental health settings, different mental health conditions and types of patient/client, and evidence-based recommendations. This book is an essential guide for professionals working in mental health and/or social work, and those training or working in clinical areas of mental health practice.
