Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. --
Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. --
Employees aren't just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer. Whether you're a manager, owner, or empl…
Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. --
Filled with the authors own personal stories and profiles of some of todays most-successful product managers and technology-powered product companies, this book will show you how to turn up the dial of your own product efforts, creating technology products your customers love. --
Filled with the authors own personal stories and profiles of some of todays most-successful product managers and technology-powered product companies, this book will show you how to turn up the dial of your own product efforts, creating technology products your customers love. --
"With a gift for sales, Sydney Biddle Barrows, once known infamously as the Mayflower Madam, found wealth in selling her customers exactly what they wanted--and shockingly, it wasn't sex! Yes, ultimately, a "sure thing" was involved, but if that was really her client's main obje…
This is a story of how work gets done. It is also a study of how field service technicians talk about their work and how that talk is instrumental in their success. In his innovative ethnography, Julian E. Orr studies the people who repair photocopiers and shares vignettes from …
This is a story of how work gets done. It is also a study of how field service technicians talk about their work and how that talk is instrumental in their success. In his innovative ethnography, Julian E. Orr studies the people who repair photocopiers and shares vignettes from …
Explores the work practices of experienced photocopier maintenance technicians working for the Xerox Corporation. Examines the triangular relationship between the technician, the customer and the machine. Highlights the narrative process used by technicians in the diagnosis of m…