The Customer Service Survival Kit


Book Description

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.




The Business Survival Kit


Book Description

***SUNDAY TIMES BESTSELLER*** With straightforward, heart-felt advice, The Business Survival Kit guides you to a thriving business while nurturing your humanity -- Marie Forleo, #1 NY Times bestselling author of Everything is Figureoutable This book will help you make clearer, smarter, braver decisions in all areas of your life -- Emma Gannon, author of The Multi-Hyphen Method Starting a business isn't easy. In fact, it can be scary, exhausting and demoralising. When it finally takes off, even though you're fulfilling a lifelong dream, it can be a struggle to keep up with the rest of your life. How can you cope with the inevitable stresses and strains along the way? In The Business Survival Kit, serial entrepreneurs Byron Cole and Bianca Miller-Cole prepare you for the ride of your life. With straight-talking advice and insights from leading experts it will help you answer the fundamental question of whether you can handle being an entrepreneur in the first place and then help you navigate the inevitable ups and many downs that go hand in hand with that decision. Learn how to: *Cope with stress, anxiety and uncertainty *Build your confidence and tackle impostor syndrome *Maintain a healthy work/life balance *Build strong networks and nurture your personal relationships *And stay motivated (even in the midst of failure)




The Idealist's Survival Kit


Book Description

75 brief self-care reflections that will aid workers, activists, and volunteers prevent burnout, renew their sense of purpose, and achieve fulfillment Heal from over-exhaustion, prevent burnout, and regain your motivation with these short readings from a psychologist who has spent many years in the field working in conflict and disaster areas. Gathered from Alessandra Pigni’s interaction with humanitarian professionals and backed up by cutting–edge research, these concrete tools offer new perspectives and inspiration to anyone whose work is focused on helping others.




A Survival Kit for the Hereafter


Book Description

Ms. Silbert, who is a rabbi, opera singer and psychic, brings her unique outlook to the one subject which confronts and enthralls us all: the hereafter.




I Was Your Customer


Book Description




Clark Howard's Consumer Survival Kit


Book Description

This enlarged edition of the bestselling consumer guide points readers to safer, smarter purchases and investments across the nation. Whether consumers are choosing a 401(k) plan, buying a used car or home, obtaining a credit report, or hoping to avoid a ripoff, this lively workbook is a true survival kit for anyone insisting on real value for the money.




The Hospitality Supervisor's Survival Kit


Book Description

This survival kit contains the tools needed to develop skills in human relations, labor and management relations, and customer service that are essential to effective customer and employee management and supervision. Contains sound principles and practical suggestions for resolving conflict, leading meetings, executing performance appraisals, imposing discipline, scheduling work, and adding value. For managers or directors of training and development in human relations and hospitality management.




If It Wasn't for the Customers I'd Really Like This Job


Book Description

Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers.




Survival Skills of the Native Americans


Book Description

Become a pro at living and thriving off the land. Survival Skills of the Native Americans is a fascinating, practical guide to the techniques that have made the indigenous people of North America revered for their mastery of the wilderness. Readers can replicate outdoor living by trying a hand at making rafts and canoes, constructing tools, and living off the land. Learn key skills like: Building a strong campfire Learning to hunt and butcher your meats Creating a safe and solid shelter And much more! Whether you’re an avid outdoorsman or a novice hiker, Survival Skills of the Native Americans is your handbook to not simply surviving the outdoors, but flourishing. The know-how of the Native Americans is unique and popular, admired by young people, historians, and those with a special interest in living off the land. Native Americans have lived outdoors for ages, and now you can be successful, too, with the skills, tips, and tricks included in this handy manual. Skyhorse Publishing is proud to publish a broad range of books for hunters and firearms enthusiasts. We publish books about shotguns, rifles, handguns, target shooting, gun collecting, self-defense, archery, ammunition, knives, gunsmithing, gun repair, and wilderness survival. We publish books on deer hunting, big game hunting, small game hunting, wing shooting, turkey hunting, deer stands, duck blinds, bowhunting, wing shooting, hunting dogs, and more. While not every title we publish becomes a New York Times bestseller or a national bestseller, we are committed to publishing books on subjects that are sometimes overlooked by other publishers and to authors whose work might not otherwise find a home.




Rosh Hashanah Yom Kippur Survival Kit


Book Description

The ROSH HASHANAH YOM KIPPUR SURVIVAL KIT blends wisdom, humor and down-to-earth spirituality and transforms the holidays into an inspiring, and meaningful experience. The Chief Rabbi of England says of the book, It will open the gates of prayer for a new generation.