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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 : 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 : Kevin Smith
Publisher : Penguin
ISBN 13 : 110155424X
Total Pages : 272 pages
Book Rating : 4.1/5 (15 download)
Download or read book Tough Sh*t written by Kevin Smith and published by Penguin. This book was released on 2012-03-20 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: That Kevin Smith? The guy who did “Clerks” a million years ago? Didn’t they bounce his fat ass off a plane once? What could you possibly learn from the director of “Cop Out”? How about this: he changed filmmaking forever when he was twenty-three, and since then, he’s done whatever the hell he wants. He makes movies, writes comics, owns a store, and now he’s built a podcasting empire with his friends and family, including a wife who’s way out of his league. So here’s some tough shit: Kevin Smith has cracked the code. Or, he’s just cracked. Tough Sh*t is the dirty business that Kevin has been digesting for 41 years and now, he’s ready to put it in your hands. Smear this shit all over yourself, because this is your blueprint (or brownprint) for success. Kev takes you through some big moments in his life to help you live your days in as Gretzky a fashion as you can: going where the puck is gonna be. Read all about how a zero like Smith managed to make ten movies with no discernible talent, and how when he had everything he thought he’d ever want, he decided to blow up his own career. Along the way, Kev shares stories about folks who inspired him (like George Carlin), folks who befuddled him (like Bruce Willis), and folks who let him jerk off onto their legs (like his beloved wife, Jen). So make this your daily reader. Hell, read it on the toilet if you want. Just make sure you grab the bowl and push, because you’re about to take one Tough Sh*t.
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 : 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 : 298 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 298 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 : 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 : Adam Kahane
Publisher : ReadHowYouWant.com
ISBN 13 : 1442950196
Total Pages : 198 pages
Book Rating : 4.4/5 (429 download)
Download or read book Solving Tough Problems (EasyRead Edition) written by Adam Kahane and published by ReadHowYouWant.com. This book was released on 2011 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Michael Sandrock
Publisher : Human Kinetics
ISBN 13 : 1492584088
Total Pages : 183 pages
Book Rating : 4.4/5 (925 download)
Download or read book Running Tough written by Michael Sandrock and published by Human Kinetics. This book was released on 2000-10-17 with total page 183 pages. Available in PDF, EPUB and Kindle. Book excerpt: Imagine training with the best distance runners and running coaches of our time, learning their favorite and most effective workouts, and discovering their hard-earned secrets to success. With Running Tough you'll find yourself running side by side with such world-class runners as Bill Rodgers, Libbie Hickman, Frank Shorter, Arthur Lydiard, Ron Clarke, Emil Zatopek, and Adam Goucher, tasting their unwavering dedication and determination, and viewing firsthand their training runs. Written by prolific running journalist Michael Sandrock, Running Tough organizes the workouts by training goals to create a user-friendly handbook. This allows you to develop a customized training plan using the most appropriate workouts for training and racing. You'll find chapters dedicated to - long runs, to help develop aerobic endurance - off-road training, to build and strengthen the legs; - fartlek training or the "speedplay," to discover variety; - interval workouts, to increase speed; - hill workouts, to build strength and stamina; - tempo runs, to push anaerobic thresholds; - recovery fun runs, to heal muscles while emphasizing the enjoyment of the sport; and - building a program, to prepare for competition. With Running Tough, you'll have the tools to create enhanced training programs, discover new plateaus in your workout regimes, and meet the challenges of world-class competition. You'll find that whether you're looking for increased strength and endurance, improved aerobic or anaerobic capacity, or just a competitive edge, Running Tough will help you train with more efficiency, more enthusiasm, and more variety.
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 : Mem Fox
Publisher : Houghton Mifflin Harcourt
ISBN 13 : 9780152018917
Total Pages : 36 pages
Book Rating : 4.0/5 (189 download)
Download or read book Tough Boris written by Mem Fox and published by Houghton Mifflin Harcourt. This book was released on 1998 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: Boris von der Borch is a mean, greedy old pirate--tough as nails, through and through, like all pirates. Or is he? When a young boy sneaks into Boris' ship, he discovers that Boris and his mates aren't quite what he expected! Full color.
Author : Douglas Stone
Publisher : Penguin
ISBN 13 : 1101496762
Total Pages : 351 pages
Book Rating : 4.1/5 (14 download)
Download or read book Difficult Conversations written by Douglas Stone and published by Penguin. This book was released on 2010-11-02 with total page 351 pages. Available in PDF, EPUB and Kindle. Book excerpt: The 10th-anniversary edition of the New York Times business bestseller-now updated with "Answers to Ten Questions People Ask" We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. you'll learn how to: · Decipher the underlying structure of every difficult conversation · Start a conversation without defensiveness · Listen for the meaning of what is not said · Stay balanced in the face of attacks and accusations · Move from emotion to productive problem solving
Author : Alison Green
Publisher : Ballantine Books
ISBN 13 : 0399181822
Total Pages : 304 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 304 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
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 : 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.
