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.

Most managers coach employees by giving them feedback and evaluating their performance, right? Wrong. Coaching differs markedly from other managerial functions. With its wealth of tips, worksheets, and self-assessments, this handy guide shows managers how to use coaching—not only to strengthen direct reports’ skills but also to rev up their performance to unprecedented levels. The books in this series offer immediate solutions to the challenges managers face every day. Each book is packed with handy tools, checklists, and real life examples, including a Test Yourself section to help identify strengths and weaknesses. For all readers eager to address the daily demands of work, these books are ideal.

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

Cover letters are alive and sell! When they’re written right, that is. To stand out in today’s sea of qualified job seekers, learn to craft riveting new breeds of cover letters, create vibrant images online, and discover sensational self-marketing documents you never imagined. This completely revised and updated 3rd Edition of Cover Letters For Dummies brings you all this — plus over 200 great new samples by 62 successful professional cover letter/resume writers. You’ve probably suspected that passive and sleepy cover letters merely hugging resumes won’t get you where you want to go. Especially in a shaky job market. The verdict’s in. Since the last edition of Cover Letters For Dummies, blazing fast change in tools, technology, and how hiring managers come calling and how we invite them to look us over, means big dramatic changes in our job messages. In this exceptional handbook of contemporary job messages, you’ll discover fresh ways of thinking about cover letters that captain an entir

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.

It's hard to think of a CEO that commands as much respect as Jack Welch。 Under his leadership， General Electric reinvented itself several times over by integrating new and innovative practices into its many lines of business。 In Jack: Straight from the Gut， Welch， with the help of Business Week journalist John Byrne， recounts his career and the style of management that helped to make GE one of the most successful companies of the last century。 Beginning with Welch's childhood in Salem， Massachusetts， the book quickly progresses from his first job in GE's plastics division to his ambitious rise up the GE corporate ladder，which culminated in 1981。 What comes across most in this autobiography is Welch's passion for business as well as his remarkable directness and intolerance of what he calls ”superficial congeniality”--a dislike that would help earn him the nickname ”Neutron Jack。” In spite of its 496 pages， Jack: Straight from the Gut is a quick read that any student or manage

These quick reads, based on McGraw-Hill bestsellers, are designed to meet the needs of busy people. Titles in the series focus on each book's main themes and action ideas, reduced to a manageable page count for on-the-go readers. Specific strategies for understanding the 10 types of problem people and influencing them to adopt positive behaviors.

那些没有找到真正财富——存在的欢乐以及与它紧密联系在一起的深深的不可动摇的宁静——的人就是故事中的那个乞丐，即便已经拥有很多财富，但他们依然在四处找寻。他们不知道，自己不仅已经拥有了所有这些，还拥有了更为珍贵的东西，那就是——当下的力量。 阅读本书的过程是一个发现之旅。在作者这位心灵导师的引导下，你会惊讶地发现，自己一直都处在大脑或思维的控制之下，生活在对时间的永恒焦虑中。我们忘不掉过去，更担心未来。但实际上，我们只能活在当下，活在此时此刻，所有的一切都是在当下发生的，而过去和未来只是一个无意义的时间概念。通过向当下的臣服，我们才能找到真正的力量，找到获得平和与宁静的入口。 这不仅仅是一本书，在这本书中还有活生生的能量，当你读这本书时你可能会感受到这种能量。它有一种惊

Do you delight in planning and taking action? Do you revel in facts and data? Do you crave new ideas and experiences? Do you feel more complete when you are aroundothers? In other words, are you a spade, diamond, club,or heart? Find out by taking one of the quickest, easiest,and most entertaining personality tests to ever hit the businessmarket. Over 25,000 people in dozens of Fortune 500 companies haveplayed Personality Poker to spur innovation and optimizegrowth. Use the included cards and Steve Shapiro'sinsightful techniques to identify your personality "strong suit,"revealing where you really belong in an organization and how tomaximize your contribution. You will also discover: --Why the person you like the least is the oneyou need the most --How your greatest strength can limit yoursuccess --Why homogenous teams are more efficient, butend up limiting innovation

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.

With corporate scandals dominating the headlines on aregular basis, business ethics are more important than ever. Thisamusing primer highlights everything an aspiring CEO should knowabout maintaining integrity in corporate America. You llfind: - Guidance on making fair and honest business decisions - A quiz to test your own ethics - Advice on promoting ethical behavior - Simple lessons for making your workplace a positiveenvironment - And much, much more. It's the perfect gift for office newbies, seasoned executives,and college graduates everywhere!

The global financial crisis has made it painfully clear that powerful psychological forces are imperiling the wealth of nations today. From blind faith in ever-rising housing prices to plummeting confidence in capital markets, "animal spirits" are driving financial events worldwide. In this book, acclaimed economists George Akerlof and Robert Shiller challenge the economic wisdom that got us into this mess, and put forward a bold new vision that will transform economics and restore prosperity. Akerlof and Shiller reassert the necessity of an active government role in economic policymaking by recovering the idea of animal spirits, a term John Maynard Keynes used to describe the gloom and despondence that led to the Great Depression and the changing psychology that accompanied recovery. Like Keynes, Akerlof and Shiller know that managing these animal spirits requires the steady hand of government--simply allowing markets to work won't do it. In rebuilding the case for a more robust, behaviorally informed Keynes

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.

Winner of the Academy of Management's George R. Terry Book Award for Outstanding Contribution to the Advancement of Knowledge in the Field of Management.