Don’t just give them customer service. Give them Super Service!For more than a decade, customer service professionals have turned to Super Service for the very best advice on dealing with demanding, dissatisfied, and downright difficult customers.Now, it has been completely revised and expanded to address today’s unique customer-service issues.Super Service, 2nd Edition teaches you how to deliver great service in a way that enriche...

Workplace “drama” that’s productive!The secret to business growth is right before your eyes—it’s the creativity and innovation percolating in each one of your employees every minute of every day. How do you harness it to make it work for your organization? Business Improv!Based on the science of experiential learning, Business Improv uses improvisation activities from the theater to transform each employee into a great leader. The 75 hands...

The USA Today bestseller by the star sales speaker and author of The Sales Blog that reveals how all salespeople can attain huge sales success through strategies backed by extensive research and experience.Anthony Iannarino never set out to become a salesman, let alone a sales manager, speaker, coach, or writer of the most prominent blog about the art and science of great selling. He fell into his profession by accident, as a day job while pursuing rock-an...

In the twenty-first-century workplace, women are encouraged to step up, lean in, take charge, go for it . . . yet how much has actually changed regarding the makeup of leadership when it comes to adding women’s voices? While it's easy to still blame a corporate culture that favors men, seasoned executive Grace Killelea identifies another culprit: a surprising disparity in confidence--with men typically prone to overestimate their abilities, and women too often selling themselves short. For...

Manage your most important workplace relationship.Your boss plays an important role in your career. So how do you navigate this delicate, significant professional relationship without playing political games or compromising your character? Managing Up offers concise, expert tips on:Understanding your manager's priorities and pressuresSetting a positive tone for the relationshipManaging expectations--and eg...

AWARDS: Independent Publisher Book Award 2015 (Silver) and National Mature Media Award 2015 (Bronze)Step-by-step tips for revitalizing your careerYes, it is possible to have a job you love, and it doesn't require starting from scratch. Love Your Job is a guide to making work fulfilling and fun — again, or even for the first time. Why count down the hours of the day or the days to retirement when you could reinvigorate your workday, transfo...

Briefcase Books: Manager’s Guide to Motivating EmployeesMore than 700,000 Briefcase Books sold! A manager’s guide to inspiring employees to work at peak performance—to improve organizational culture and help meet the bottom-lineAbout the BookManager’s Guide to Motivating Employees is the perfect primer for managers looking to jumpstart the work ethic, excitement, and company synergy by engaging and motivating their employees. This new ed...

See faster results through everyday feedback.The Feedback Imperative: How to Give Everyday Feedback to Speed Up Your Team’s Success reveals the hidden reasons why giving feedback to employees can be so difficult and yet so urgently needed in today’s workplace, and provides the definitive steps for overcoming feedback avoidance and taking great leaps forward with employee engagement, retention, and performance.Anna Carroll applies her extensive rese...

The business leader’s toolbox for increasing morale, decreasing turnover, and contributing more than ever to your company’s bottom line“What if you could create a culture where everyone is committed to the greater good of the organization? Sound like a pipe dream? David Cottrell will show you the way . . . .”–Ken Blanchard, coauthor of The One Minute Manager and Lead with LuvHow can I help?...

“Original and wise, this masterful book shows you how to build the honesty and authenticity today’s leaders need, and positions you for success.”- Marshall Goldsmith, author of #1 New York Times bestseller TriggersAre there things you’d like to change at your company? Have you found yourself wishing your boss would change? Or your peers? What about the team you lead?Everyone in the corporate world, from the CEO to the security guard out front, wants...

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIMEThe secret to business success today is employee and talent development. Companies that invest in branding and creating smart, self-reliant, "upgradeable" talent are the ones that will lead their industries in the future.Perfect Phrases for Employee Development Plans has hundreds of ready-touse phrases for ensuring your employees stay motivated and competitive, develop teamwork and sound work ethics, and help m...

Featured on CBS and WBZ Radio, Evan Pellett is the keynote guest speaker on Nightside with Dan Rea. You may have heard Evan as the radio expert on interviewing across the United States.Cracking the Code to a Successful Interview is a groundbreaking new scientific, proactive, cutting-edge, hands-on, proven approach to job interviews by an award-winning, highly decorated recruiter. This REAPRICH eight-step interview method will give you a proactive way to take contr...