Read Books Online and Download eBooks, EPub, PDF, Mobi, Kindle, Text Full Free.
Download Tough Customers full books in PDF, epub, and Kindle. Read online Tough Customers ebook anywhere anytime directly on your device. Fast Download speed and no annoying ads. We cannot guarantee that every ebooks is available!
Author : Sandra Brown
Publisher : Simon and Schuster
ISBN 13 : 1982177128
Total Pages : 512 pages
Book Rating : 4.9/5 (821 download)
Download or read book Tough Customer written by Sandra Brown and published by Simon and Schuster. This book was released on 2021-12-28 with total page 512 pages. Available in PDF, EPUB and Kindle. Book excerpt: Originally published: New York: Simon & Schuster, 2010.
Author : Steve Reilly
Publisher : Red Wheel/Weiser
ISBN 13 : 1632659506
Total Pages : 172 pages
Book Rating : 4.6/5 (326 download)
Download or read book Negotiating with Tough Customers written by Steve Reilly and published by Red Wheel/Weiser. This book was released on 2016-06-22 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt: A guide to holding your ground with hardball negotiators, from a “talented advisor with a rare ability for connecting people with ideas” (Patrick Lencioni, bestselling author of The Five Dysfunctions of a Team). Negotiation is the middle ground between capitulation and stonewalling—a back-and-forth between two parties trying to reach agreement. If a price or other term is non-negotiable, there is no give and take, just “take it or leave it.” You may think you are negotiating, but if the other side isn’t playing, you aren’t either. Regardless of the industry, situation, or product, the two most common mistakes negotiators make are: 1) they give ground too easily, and 2) they get nothing in return. When dealing with tough customers, it is even more important to be able to defend your position and bargain for reciprocal concessions. Negotiating with Tough Customers provides proven methods for holding your ground against (seemingly) more powerful negotiators. But it goes further, making sure that when you do give ground, you get equal or better value in return. Using a cooperative, collaborative approach in a hardball negotiation just doesn’t work. Tough negotiators will play win-win, but only if they have nothing to lose. Negotiating With Tough Customers will make you a better salesperson by making you a better negotiator . . . and vice versa.
Author : Dave Anderson
Publisher : John Wiley & Sons
ISBN 13 : 1118761618
Total Pages : 123 pages
Book Rating : 4.1/5 (187 download)
Download or read book How to Deal with Difficult Customers written by Dave Anderson and published by John Wiley & Sons. This book was released on 2013-05-21 with total page 123 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for How to Deal with Difficult Customers "The application of the ten key strategies in this book will help every sales professional learn how to deal with the truly difficult and how to avoid creating unnecessary difficulties. It's written with the same wit, humor, and inspiration that have made Anderson's prior books so effective." --Margaret Callihan, President, Chairman, and CEO, SunTrust Bank, Florida "Anderson knocks another one out of the park with How to Deal with Difficult Customers! The problem is real; Anderson's solutions make sense and, as always, he makes you laugh in the process." --Mike Roscoe, Editor in Chief, Dealer Magazine "I could not put this book down. It's a salesperson's bible, offering clear and concise how-to advice. If you're in the selling profession and want to sell more, you should read this book . . . twice." --Warren Lada, Senior Vice President, Saga Communications "An individual executing the ideas within this book will change their own life and their organization. No one has the gift like Anderson to articulate the importance character plays in maximizing potential." --Mike Tomberlin, CEO, The Tomberlin Group "Throw out all your other sales manuals. Anderson's new book will change the way you look at customers, the way your salespeople look at themselves, and, quite frankly, the way you look at the sales process." --Dan Janal, President, PRleads.com "What are you waiting for? We all have difficult customers. If you're tired of leaving money on the table because you can't handle them, read this book. If your good customers are turning into difficult customers, read this book. If you want to deliver results year-in and year-out, read, re-read, and apply the lessons of this book." --Randy Pennington, author, Results Rule!
Author : Robert Bacal
Publisher : Bacal & Associates
ISBN 13 : 1452803803
Total Pages : 191 pages
Book Rating : 4.4/5 (528 download)
Download or read book If It Wasn't for the Customers I'd Really Like This Job written by Robert Bacal and published by Bacal & Associates. This book was released on 2011-02-28 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author : Noah Fleming
Publisher : Red Wheel/Weiser
ISBN 13 : 1632658895
Total Pages : 195 pages
Book Rating : 4.6/5 (326 download)
Download or read book Dealing with Difficult Customers written by Noah Fleming and published by Red Wheel/Weiser. This book was released on 2017-11-20 with total page 195 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem. Dealing with Difficult Customers will show you: How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more. How “Hungry Hippos” and “Problem Children” are sapping your employees time and energy and what to do about them. The behaviors that turn great customers into dissatisfied critics and how to change them.
Author : Lisa Ford
Publisher : Simon and Schuster
ISBN 13 : 1440504350
Total Pages : 140 pages
Book Rating : 4.4/5 (45 download)
Download or read book Exceptional Customer Service written by Lisa Ford and published by Simon and Schuster. This book was released on 2009-08-18 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: When the going's tough, companies that survive will be those that build the greatest loyalty—by exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback. With new, updated examples from more than fifty companies—from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com—this book shows managers how to go from so-so service to amazing service. In today's market, customer service is a key competitive advantage. This book shows you how to expand your customer base when the industry is shrinking, use new media to reach consumers, and make a lasting, great impression on customers. When businesses are fighting to survive, creating a great experience for customers isnit just important—it's essential.
Author : Sandra Brown
Publisher : Simon and Schuster
ISBN 13 : 1416563091
Total Pages : 512 pages
Book Rating : 4.4/5 (165 download)
Download or read book Smash Cut written by Sandra Brown and published by Simon and Schuster. This book was released on 2010-07-20 with total page 512 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hired by a woman who believes that the shooting of her Atlanta businessman friend was planned by his nephew, defense lawyer Derek Mitchell comes to realize that the nephew is a psychotic movie buff who enjoys acting out favorite violent film plots.
Author : Carly Fiorina
Publisher : Hachette UK
ISBN 13 : 1857884345
Total Pages : 429 pages
Book Rating : 4.8/5 (578 download)
Download or read book Tough Choices written by Carly Fiorina and published by Hachette UK. This book was released on 2011-02-22 with total page 429 pages. Available in PDF, EPUB and Kindle. Book excerpt: By accepting the CEO job at Hewlett-Packard, an iconic company that had lost its way, Carly Fiorina confirmed her status as the most powerful businesswoman in America. But she also made herself a target for everyone who disliked her bold leadership style and resented her rapid rise. For six years, as she led HP through drastic changes and a controversial merger, Fiorina was the subject of endless analysis, debate and speculation. Yet in all that time, the public never really got to know the person behind the persona. Tough Choices finally reveals the real Carly Fiorina, who writes with brutal honesty about her triumphs and failures, her deepest fears and most painful confrontations – including her sudden and very public firing by HP's board of directors. Tough Choices shows what it's really like to lead a major corporation in a time of great change while trying to stay true to your values. It's one woman's inspiring story, along with her unique perspective on leadership, technology, globalisation, sexism and many other issues. "Superb... certain to be a hit. Ms Fiorina is at her best when recounting the travails of a woman in a male-dominated culture. She is also good in her psychological descriptions of the constant betrayals that occur in corporate bureaucracies. The woman that emerges from these pages is cultured, sensitive and vulnerable, even as she acts tough." —The Economist
Author : Adam Kahane
Publisher : ReadHowYouWant.com
ISBN 13 : 1442950188
Total Pages : 222 pages
Book Rating : 4.4/5 (429 download)
Download or read book Solving Tough Problems (EasyRead Large Bold Edition) written by Adam Kahane and published by ReadHowYouWant.com. This book was released on 2007 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Frances X. Frei
Publisher : Harvard Business Press
ISBN 13 : 1422133311
Total Pages : 262 pages
Book Rating : 4.4/5 (221 download)
Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Author : Steven L. Katz
Publisher :
ISBN 13 : 9781402202179
Total Pages : 0 pages
Book Rating : 4.2/5 (21 download)
Download or read book Lion Taming written by Steven L. Katz and published by . This book was released on 2004 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The lions, in Katz's taxonomy, are the people in any workplace with power,uthority, and responsibility, and those trying to get more power anduthority. For the rest of us, he offers guidance on communicating andorking more effectively with leaders and bosses who are tough (not to mixhe metaphor) customers. Katz's dust jacket biography notes
Author : Don Peppers
Publisher : John Wiley & Sons
ISBN 13 : 0470930187
Total Pages : 460 pages
Book Rating : 4.4/5 (79 download)
Download or read book Managing Customer Relationships written by Don Peppers and published by John Wiley & Sons. This book was released on 2010-12-30 with total page 460 pages. Available in PDF, EPUB and Kindle. Book excerpt: MANAGING CUSTOMER RELATIONSHIPS A Strategic Framework Praise for the first edition: "Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies. "—Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia "Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy." —Dr. Charlotte Mason, Department Head, Director, and Professor, Department of Marketing and Distribution, Terry College of Business, University of Georgia "Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!" —Roy Barnes, Formerly with Marriott, now President, Blue Space Consulting "This is going to become the how-to book on developing a customer-driven enterprise. The marketplace is so much in need of this road map!" —Mike Henry, Leader for Consumer Insights at Acxiom Praise for the second edition: "Every company has customers, and that's why every company needs a reference guide like this. Peppers and Rogers are uniquely qualified to provide us with the top textbook on the subject, and the essential tool for the field they helped to create." —David Reibstein, William Stewart Woodside Professor of Marketing, The Wharton School, University of Pennsylvania
Author : Brent Adamson
Publisher : Portfolio
ISBN 13 : 1591848156
Total Pages : 290 pages
Book Rating : 4.5/5 (918 download)
Download or read book The Challenger Customer written by Brent Adamson and published by Portfolio. This book was released on 2015-09-08 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: Four years ago, the bestselling authors of The Challenger Sale overturned decades of conventional wisdom with a bold new approach to sales. Now their latest research reveals something even more surprising: Being a Challenger seller isn’t enough. Your success or failure also depends on who you challenge. Picture your ideal customer: friendly, eager to meet, ready to coach you through the sale and champion your products and services across the organization. It turns out that’s the last person you need. Most marketing and sales teams go after low-hanging fruit: buyers who are eager and have clearly articulated needs. That’s simply human nature; it’s much easier to build a relationship with someone who always makes time for you, engages with your content, and listens attentively. But according to brand-new CEB research—based on data from thousands of B2B marketers, sellers, and buyers around the world—the highest-performing teams focus their time on potential customers who are far more skeptical, far less interested in meeting, and ultimately agnostic as to who wins the deal. How could this be? The authors of The Challenger Customer reveal that high-performing B2B teams grasp something that their average-performing peers don’t: Now that big, complex deals increasingly require consensus among a wide range of players across the organization, the limiting factor is rarely the salesperson’s inability to get an individual stakeholder to agree to a solution. More often it’s that the stakeholders inside the company can’t even agree with one another about what the problem is. It turns out only a very specific type of customer stakeholder has the credibility, persuasive skill, and will to effectively challenge his or her colleagues to pursue anything more ambitious than the status quo. These customers get deals to the finish line far more often than friendlier stakeholders who seem so receptive at first. In other words, Challenger sellers do best when they target Challenger customers. The Challenger Customer unveils research-based tools that will help you distinguish the "Talkers" from the "Mobilizers" in any organization. It also provides a blueprint for finding them, engaging them with disruptive insight, and equipping them to effectively challenge their own organization.
Author : Albert Ellis
Publisher : SAGE
ISBN 13 : 9780826455987
Total Pages : 212 pages
Book Rating : 4.4/5 (559 download)
Download or read book Stress Counselling written by Albert Ellis and published by SAGE. This book was released on 2003-08-23 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: `The text is clear and easy to follow with vivid sessional excerpts that illustrate the theoretical dialogue' - International Review of Psychiatry `The publication proves to contain much instructive and practice-oriented material' - Nursing Standard Stress Counselling is a comprehensive study of the theory and practice of the Rational Emotive Behaviour approach applied to stress counselling and psychotherapy. Albert Ellis pioneered Rational Emotive Behaviour Therapy (REBT), which has since been adopted internationally. This approach enables the clients to embark on a course of effective counselling which has a clear beginning and end. This book discusses techniques and solutions to common problems and also provides guidance on conducting group work. Its comprehensive coverage includes additional material on techniques such as skills training, relaxation methods, hypnosis and biofeedback.
Author : Don Peppers
Publisher : John Wiley & Sons
ISBN 13 : 1119815339
Total Pages : 517 pages
Book Rating : 4.1/5 (198 download)
Download or read book Managing Customer Experience and Relationships written by Don Peppers and published by John Wiley & Sons. This book was released on 2022-04-26 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.
Author : Marty Cagan
Publisher : John Wiley & Sons
ISBN 13 : 1119691257
Total Pages : 435 pages
Book Rating : 4.1/5 (196 download)
Download or read book EMPOWERED written by Marty Cagan and published by John Wiley & Sons. This book was released on 2020-12-03 with total page 435 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Great teams are comprised of ordinary people that are empowered and inspired. They are empowered to solve hard problems in ways their customers love yet work for their business. They are inspired with ideas and techniques for quickly evaluating those ideas to discover solutions that work: they are valuable, usable, feasible and viable. This book is about the idea and reality of "achieving extraordinary results from ordinary people". Empowered is the companion to Inspired. It addresses the other half of the problem of building tech products?how to get the absolute best work from your product teams. However, the book's message applies much more broadly than just to product teams. Inspired was aimed at product managers. Empowered is aimed at all levels of technology-powered organizations: founders and CEO's, leaders of product, technology and design, and the countless product managers, product designers and engineers that comprise the teams. This book will not just inspire companies to empower their employees but will teach them how. This book will help readers achieve the benefits of truly empowered teams"--
Author : Alison Green
Publisher : Ballantine Books
ISBN 13 : 0399181822
Total Pages : 306 pages
Book Rating : 4.3/5 (991 download)
Download or read book Ask a Manager written by Alison Green and published by Ballantine Books. This book was released on 2018-05-01 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together
