A handbook detailing the basics of effective customer service.

Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.

Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.

"A gem from one of the most brilliant minds in personal finance." — Ben Stein, author, actor, TV personality, and New York Times columnist In a financial world gone mad, you still need to manage your money, put your kids through college, and save for retirement. To the rescue comes Jonathan Clements with 21 easy-to-follow rules to help you secure your financial future. Clements has spent a quarter century demystifying Wall Street for ordinary, real people on Main Street, including more than thirteen years as the Wall Street Journal's hugely popular personal-finance columnist. In The Little Book of Main Street Money, Clements brings us back to basics, with commonsense suggestions for intelligent money management. Chock-full of financial guidance that will stand up in any market, the book also reflects a financial philosophy that Clements has developed over a lifetime of watching Wall Street and writing about money—and that is even more important in the current volatile market. From the big picture (home, retirement, financial happiness) to the micro (taxes, inflation, investment costs), he offers clear-cut advice for taking control of your financial life, detailing the strategies needed to thrive in today's tough economic times. The 21 truths outlined throughout this book are a guiding light for everyone, young and old, whether starting out or soon retiring. Each chapter reads like a Clements column—clear, pithy, and feisty. From the obvious to the counterintuitive, the truths will bolster your returns, cut your costs, and give you financial peace of mind. Collectively, the 21 truths show you how to think about your entire financial life—not just stocks and bonds, but your home, your debts, your financial promises to your children, your income-earning ability, and so much more. They will help you not only survive today's treacherous financial terrain, but also prepare you for success tomorrow. Renowned for his spirited writing and shrewd investment guidance, Clements is the sane voice investors need to stay grounded in the midst of so much financial insanity.

The best selling definitive book or restaurant server sales and service techniques with easy to read style. Great source of tool, tips and techniques to increase sales, improve morale and guest satisfaction for both managers and servers alike.

This beautiful, inspiring book features 100 accessible activities that help you reconnect with your body, mind, spirit, and surroundings, and leave you feeling refreshed and ready to face the world again. Self-care is an essential part of wellness. From self-massage to meditations to decluttering, The Little Book of Self-Care provides relaxation exercises to help you focus on your own personal needs in an enjoyable way. By caring for yourself, you’ll learn how to care for the world around you.

Elevate your self-care routine using the benefits of CBD—or cannabidiol—with these 200 methods to improve your mind, body, and spirit! Many people have already been implementing CBD into their self-care routines and are loving all the many soothing benefits it brings. But with so many products and supplements now available in the marketplace, it can be difficult to figure out what will work best for you. In The Little Book of CBD for Self-Care you’ll find 200 CBD-powered activities that can boost your self-care experience. From stretching exercises using CBD to soothe sore muscles, to skin-calming face mask recipes, to CBD-fueled smoothie breaks, you’ll find all the tools to start feeling your best. Take some much-needed time for yourself with these quick and easy methods to relax and recharge.