A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and *s organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture

The easy–to–read bible for developing, financing, marketing, and selling consumer products––from gadgets to kitsch, from high–touch to high–end––for America's rising entrepreneurial nation. Launch It! is written by a team of trend and product consultants with over 60 years of collective experience advising thousands of entrepeneurs, designers, and companies. As they realized not one trade book was available on the market that would provide soup–to–nuts guidance for any firm or entrepreneur seeking to turn inventions and cool ideas into great products that sell, they decided to write that book themselves. Unlike any other book, Launch It! provides the reader with the step–by–step game plan that anyone can follow to evaluate their idea, raise capital, save time, stay on top of emerging and important trends, and make money.

Named one of the Best Business Books of 1997 by BusinessWeek , Inside Intel is the gripping business saga of acompany that rose to dominance through technological innovation,and maintained its leadership against competitors throughaggressive marketing, tough business tactics, and liberal use oflegal firepower. In his in-depth portrait of Intel, the firsthistory/expose of the company, Financial Times columnist Tim Jackson reveals that: * Intel's corporate culture isdeterminedly secretive and authoritarian. * The company retains itsown force of private investigators to prevent its employees fromgoing astray. * Intel routinely uses the threat of lawsuits againstworkers and rivals. At the center of this story is AndyGrove , Intel's high-profile CEO and chairman, once a pennilessimmigrant who waited tables to put himself through college. It isGrove who has made the unpopular decisions which have kept Intel atthe top of the chip market. Exhaustively researched from courtrecords, unpublished documents,

The buck starts here! eBay is the Internet’s premier auction site and everyone’sfavorite place to shop. It’s also the place to start a business andmake money from the comfort of one’s home. Completely revised, thisnew edition will help readers create the eBay businessthey dream of. There is also new and updated information on: ? The basics of eBay , the auction process, and theessentials of getting the business down on paper—includingrecordkeeping, accounting, taxes, insurance, legal issues, andother essential details ? Determining what to sell, how to price it, and working withservices such as PayPal ? The ins and outs of the biggest growing areas of eBaybusiness—sourcing, wholesaling, and fixed price sales ? Cutting through the competition, improving profit margins,changing strategies, improved advertising and promotions, andmore

Michael Goldhaber, writing in Wired, said, "If there isnothing very special about your work, no matter how hard you applyyourself you won't get noticed and that increasingly means youwon't get paid much either. In times past you could be obscure yetsecure -- now that's much harder." Again: the white collar job as now configured is doomed. Soon.("Downsizing" in the nineties will look like small change.) Sowhat's the trick? There's only one: distinction. Or as we call it,turning yourself into a brand . . . Brand You. A brand is nothing more than a sign of distinction. Right? Nike.Starbucks. Martha Stewart. The point (again): that's not the waywe've thought about white collar workers--ourselves--over the pastcentury. The "bureaucrat" on the finance staff is de factofaceless, plugging away, passing papers. But now, in our view, she is born again, transformed frombureaucrat to the new star. She works in a professional servicefirm and works on projects that she'll be able to brag about yearsfrom now. I call

From angles to functions to identities - solve trig equationswith ease Got a grasp on the terms and concepts you need to know,but get lost halfway through a problem or worse yet, not know whereto begin? No fear - this hands-on-guide focuses on helping yousolve the many types of trigonometry equations you encounter in afocused, step-by-step manner. With just enough refresherexplanations before each set of problems, you'll sharpen yourskills and improve your performance. You'll see how to work withangles, circles, triangles, graphs, functions, the laws of sinesand cosines, and more 100s of Problems * Step-by-step answer setsclearly identify where you went wrong (or right) with a problem *Get the inside scoop on graphing trig functions * Know where tobegin and how to solve the most common equations * Use trig inpractical applications with confidence

The definitive guide to fixed income investing--revised andupdated for the new era of investing The Handbook of Fixed IncomeSecurities is the investing industry's most trusted, widelyfollowed fixed income reference. For nearly three decades,investors have been drawn to its unparalleled scope, detail, andexpertise. Now, the world's most authoritative fixed incomeresource has been updated with facts and formulas to help youbetter analyze, value, and manage fixed income instruments andtheir derivatives in today's evolving marketplace. This thoroughlyrevised eighth edition includes detailed discussions of: Types,features, and uses of fixed income securities Active and structuredportfolio management strategies Basics of fixed income analytics,from bond pricing to price volatility measures Risks and riskcontrol strategies Interest rate and credit derivatives and theirportfolio management applications Asset-backed securities,collateralized debt obligations, and innovative fixed incomeapplications The Handbook

With major financial scandals popping up in greaternumbers—and with more inevitably on the way—it has never been moreimportant for you to understand what dishonest companies do totrick investors. Since the early 1990s, FinancialShenanigans has been helping investors unearth deceptivefinancial reporting at the most critical time— before they suffermajor losses. Now, the third edition broadens its focus to include thenewest, most sophisticated techniques companies use to misleadinvestors.

Donald Trump is the world's most famous real estate billionaire. Now, George Ross, Trump's closest advisor for twenty-five years (and co-star of The Apprentice), reveals the core real estate investing strategies that made Trump so successful. More important, Ross shows how the average real estate investor, can use the same creative techniques to dramatically boost profits--even on a fixer-upper or a single-family house. 作者简介：George H. Ross is co-star of the hit TV show the Apprentice and executive vice president and senior counsel for the Trump Organization. Previously, he was a real estate attorney, private investor, and senior partner at a major law firm. He has served as business advisor, legal counsel, and negotiator for leading real estate owners and developers in New York City for 50 years. He confounded a radio station business in New York City for 50 Years. He confounded a radio station business that he sold for millions of dollars. Ross also teaches negotiation at NYU's School of

The first edition of "Performance Consulting" introduced a concept which has since become a cornerstone of the human resource, learning and organizational development fields: training and HR solutions must be tied to an organization's business goals. Performance consulting is a process in which a client and consultant partner to achieve business goals by optimizing workgroup performance. In this updated edition, Dana and Jim Robinson pre both a robust conceptual framework and improved tools and techniques to help the reader move from the traditional role to that of a Performance Consultant. They show readers how to work with management to identify the performance required to achieve business goals and assist management in taking actions needed for performance to change. This revised and updated edition features dozens of new tools, techniques and illustrative exercises, and two completely new chapters.

In The 7 Habits of Highly Effective People, author Stephen R. Covey presents a holistic, integrated, principle-centered approach for solving personal and professional problems. With penetrating insights and pointed anecdotes, Covey reveals a step-by-step pathway for living with fairness, integrity, service, and human dignity -- principles that give us the security to adapt to change and the wisdom and power to take advantage of the opportunities that change creates.

In 1984, The LittleKingdom told the story of Apple's first decade alongside thehistories of Steve Jobs and Steve Wozniak. Now Moritz revisits hisclassic biography in light of what Apple has become, offering forthe first time in paperback the only from the ground up account ofApple's early years.

Why do good teams fail? Very often, argue Deborah Ancona and Henrik Bresman, it is because they are looking inward instead of outward. Based on years of research examining teams across many industries, Ancona and Bresman show that traditional team models are falling short, and that what's needed - and what works - is a new brand of team that emphasizes external outreach to stakeholders, extensive ties, expandable tiers, and flexible membership. The authors highlight that X-teams not only are able to adapt in ways that traditional teams aren't, but that they actually improve an organization's ability to produce creative ideas and execute them - increasing the entrepreneurial and innovative capacity within the firm. What's more, the new environment demands what the authors call "distributed leadership," and the book highlights how X-teams powerfully embody this idea.

The devaluation of the American dollar, with the subsequentinflation, iseerily similar to the chaotic markets of the 1970s.The factors that createdthe stagflation and the gold and silverbull markets of the late seventiesand early eighties are back. AsYogi Berra said, "It's deja vu all overagain." Only this time,they're even more exaggerated-offeringonce-in-a-lifetimeopportunities for middle-class Americans, if they lookbeyond theWall Street stock-market propaganda. This book can helpyoupanic-proof your life and your finances, and reap huge profitswithrelatively small investments in gold, silver, certain ETFs,mutual funds,and mining stocks.How to Prosper During the Coming BadYears in the 21st Century is amust-have survival and moneymakingguide for people who want to profit fromthe rough economic seasthat are upon us-and come through with their shareof treasure.--This text refers to the Kindle Edition.

How to create the high–performance, high–commitment organizationIntegrating knowledge from strategic management, performance management, and organization design, strategic human resource expert and Harvard Business School Professor Michael Beer outlines what the high–commitment, high–performance organization looks like and provides practitioners with the transformation process to help them get there. Starting with leaders who have the right values, Beer shows how to weave together a complete system that includes top–to–bottom communication, organization design, HR policies, and leadership transformation process, and outlines what practitioners must do in HR, structure, systems, goals, culture, and strategy to create high–performance organizations.Michael Beer (Concord, MA) is Cahners–Rabb Professor of Business Administration, Emeritus at Harvard Business School and Chairman of True Point, a research–based consultancy.

The core of the lean model remains the same in the new edition. All businesses must define the "value" that they produce as the product that best suits customer needs. The leaders must then identify and clarify the "value stream," the nexus of actions to bring the product through problems solving, information management, and physical transformation tasks. Next, "lean enterprise" lines up suppliers with this value stream. "Flow" traces the product across departments. "Pull" then activates the flow as the business re-orients towards the pull of the customer's needs. Finally, with the company reengineered towards its core value in a flow process, the business re-orients towards "perfection," rooting out all the remaining muda (Japanese for "waste") in the system.

How brain science is transforming the way we manage Why is it so hard for managers to get the results they want?According to the latest brain science, it's because most of whatthey do produces the opposite of what they expect. Appeals toreason fall short, for our decisions are made emotionally, andlogic is at best an after-the-fact justification for what we'vealready determined to do. That's just one of the many amazing discoveries that explain whymanagement is so challenging. but as Charles Jacobs explains, oncewe understand the lessons of neuroscience, we're able to createmore powerful strategies, inspire people to maximize theirpotential, and overcome the biggest hurdle to improving businessperformance-making change stick.

Way of the Peaceful Warrior has become one of the most beloved spiritual sagas of our time. Shared among friends and families, this multimillion-copy word-of-mouth bestseller has been translated into more than twenty languages and has inspired men and women of all ages worldwide. Despite his success, college student and world-champion athlete Dan Millman is haunted by a feeling that something is missing from his life. Awakened one night by dark dreams, he wanders into an all-night gas station. There he meets an old man named Socrates, and his world is changed forever. Guided by this eccentric old warrior and drawn to an elusive young woman named Joy, Dan begins a spiritual odyssey into realms of light and shadow, romance and mystery. His journey ultimately leads him toward a final confrontation that will deliver or destroy him. This classic tale, told with heart and humor, speaks to the peaceful warrior in each of us. Countless readers have been moved to laughter, tears, and moments of illumination as the