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Over 5 Million Copies Sold! Imagine a workplace where everyone chooses to bring energy, passion, and a positive attitude to the job every day.
A powerful parable that will help you see your life and work in a new way.

It's a rainy day in Seattle, and on the third floor of First Guarantee Financial, people have stopped believing they can make a difference. To new manager Mary Jane Ramirez, the challenge of bringing life back to her unenthusiastic...

Tony Hsieh--the widely-admired CEO of on-line shoe retailer, Zappos--explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors and backers. Even better, he shows how creating happiness and record results go hand-in-hand.

"Discover how to create exceptional customer service and a superior customer experience, learning from the greatest companies of our time"-- Provided by publisher.

Customer Service Basics is designed for all levels of staff as a primer for providing outstanding customer service. Among the items covered are: --approachability. --how to complete a transaction successfully every time. --coping with unhappy customers. --effective listening.

"How to build lasting connections through meaningful communication Developing successful relationships is critical to our success in both our personal and professional lives. The Power of Understanding People shows you how to establish and develop extremely effective relationships by providing you with techniques to better identify and understand the intrinsic needs of others. As a result, you will achieve better team dynamics, increased sales and...

Frei and Morriss argue that companies must dare to be "bad" in order to be great, choosing strategic ways to under-perform while fueling a winning service advantage. --From publisher description.

First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to:* handle irate customers*...

Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences...

"Watch out, Goliath. Jon Yates has a slingshot and he's teaching us how to use it." -Amy Dickinson, New York Times bestselling author and America's favorite advice columnist "Jon Yates gives consumers a great primer on how to solve their own customer service problems." -Angie Hicks, Founder of "Angie's List" Jon Yates, the Chicago Tribune's popular "Problem Solver," offers eminently practical, money-saving advice on how to become your own consumer...

"Competition is tougher than ever these days and competing on price or product just doesn't work as well anymore. So how can companies stand out in a crowded marketplace that is constantly evolving? The answer is customer experience, and the best part about customer experience is that it's delivered by human beings which are unique to a company. The Experience Maker helps managers and executives focus on customers who are already spending money with...