The golden apple

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Frank Cooper

Positive Service Gets Positive Results— Every Time!Customer loyalty is becoming harder to establish and just as difficult to maintain. This is truer than ever in today's hyperdigital world, where a single customer venting his or her dissatisfaction on a blog or social network can amass an army of anti-you activists—and send your business spiraling.The Customer Signs Your Paycheck reveals the secret to ensuring customer contentment during every interaction. Inside, Frank Cooper examines the elements at the heart of quality customer service, which begin with selfawareness and confidence. You'll learn: The 10 commandments for customer relations Eight habits to help you get ahead The easiest way to handle customer complaints A simple method for remembering namesYou'll immediately take note of dramatic changes in the way you deal with difficult personalities, customer complaints, and other challenges that come with the territory.Why drive customers to the competition? It really is easy to provide superb service, even when dealing with today's highly empowered and demanding customer.

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Laurie Rozakis

For students who want to learn the nuts and bolts of English grammarA generation ago, the United States public school system stopped formal instruction in English grammar and consequently created a legion of students and professionals notoriously weak in writing and language skills.English Grammar for the Utterly Confused is a must-have for anyone who gets that “deer-in-the-headlights” look when asked to recognize a misplaced modifier or even find the verb in a sentence.This user-friendly, witty guide helps everyone-from students taking the GED to professionals writing business plans-learn the structures of English grammar and how to use them easily and proficiently. Demystifying grammar once and for all, this handbook will help all readers acquire the ability to speak and write competently, correctly, and confidently.Key features include:Exercises throughout to develop facility in writing skills Clear explanations of complex concepts Handy icons More than 200 solved problems and examples Test Yourself section in each chapter

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Joel Saltzman

Joel Saltzman teaches readers how to create "surprising, yet inevitable" solutions, no matter the challenge or task at hand. Easily. Consistently. And economically. Shake That Brain! is a collection of creative and inspiring tips and tools for finding solutions in a variety of areas-from sales, marketing, and product creation to ethics, innovation, and the bottom line. Backed by powerful and compelling examples from a wide variety of real-life applications, Joel Saltzman delivers energy, edge-and lots of fun-as he guides readers through a series of proven formulas for creating outstanding solutions, from harnessing the power of opposite thinking to turning your worst ideas into your best ideas ever. Filled with exercises, easy-to-apply formulas, entertaining pop-quizzes, and eye-opening teaching examples from the world of business, technology, advertising, and more, here's a solution-finding guidebook that can be used for succeeding on the job or at home. Joel Saltzman is a professional speaker, consultant, and bestselling author. He has conducted Shake That Brain! programs for Grey Advertising International, Harley Davidson, the U.S. Department of the Treasury, and Warner Bros. Studios. His work has been called "witty and rewarding" by People Magazine and he's the recipient of a national Audie award for "Best Educational and Training Audio." His website is www.shakethatbrain.com

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Jerry Acuff with Wally Wood

Get the relationship edge The Relationship Edge shows you exactly how to build valuable business relationships with people you don't naturally connect with. It presents a straightforward, three-step process that is easy to apply to your work and business. Jerry Acuff provides real-world principles for developing strong and lasting personal relationships with the key people in your business life, helping you become more effective and persuasive while maintaining meaningful, truthful dialogues with those around you. Acuff shows how the more truthful and direct you are with customers and colleagues, the more truthful they'll be with you-and the more likely you are to find meaningful solutions to the business challenges you share. This revised edition includes new information on building and leveraging healthy business relationships, especially how to maintain them over the long term. With real case studies and step-by-step guidance, The Relationship Edge offers the tools and advice you need to develop strong, rewarding relationships with customers, coworkers, and managers. With practical, concrete information on the mechanics of interpersonal relationships in the business world, you'll be well on your way to doing business better and more productively. "A great coaching tool for every sales manager-finally, a book that outlines step by step how to build both strong customer and personal relationships." --John M. Woychick, Senior Vice President, Training, Pfizer Pharmaceuticals "Time and time again, Jerry Acuff's approach to selling has been proven to work. A must-read for those who believe that successful selling is a part of their everyday life." --Georges Gemayel, Executive Vice President, Genzyme Corporation