Business : Customer Service

The game may have changed, but one rule is constant: A company is only as good as the service it gives. more...

Price: $18.95

Different Thinking presents practical tools and strategies your company can use to help you drastically increase productivity and earning power.The authors show you how you can question your strategies, create new markets. more...

Price: $37.50

 . People matter most. You know that. But most companies would rather slash costs, cut headcount, replace well-paid employees with lower-paid employees or outsourced workers, and reduce customer service. No wonder so many fail–while others focused on doing the right thing remain profitable and growth oriented for decades. James F. Parker shows why “doing the right thing” isn’t just naïve “feel-goodism:” it’s the most powerful rule for business success. Parker’s stories won’t just convince you: They’ll move you. Naïve? No way. In this book, Southwest Airlines’ former CEO proves why doing what’s right is the #1 rule of business success. James F. Parker tells how after 9/11, Southwest made three pivotal decisions: no layoffs, no pay cuts, and no-hassle refunds for any customer wanting them. The result: Southwest remained profitable and its revenue passenger miles for 4Q01 held steady while the rest of its industry nearly collapsed...and Southwest’s market cap soon exceeded all its major competitors combined. These pivotal decisions grew naturally from Southwest’s culture of mutual respect and trust. Parker offers deeply personal insights into that culture, revealing how those same principles are used by other people and organizations, showing you that it’s really not that hard to Do The Right Thing!: Why doing what’s right is the surest way to optimize and sustain value; Putting people first...honestly, for real; Finding great leaders at every level of the organization; Hiring for attitude, training for skills; Achieving unprecedented levels of teamwork (and fun!) more...

Price: $15.99

This comprehensive guide to handling confrontation in the business environment provides tips on how to use de-escalation techniques, including stance and body language; how to read and interpret signals that lead to aggression; and how to handle irate customers. more...

Price: $17.99

Provides a clear and concise description of transcription factors and their role in gene regulation. more...

Price: $79.95