The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations by Richard S. Gallagher is a practical guide for customer service professionals to effectively deal with difficult customers. The book provides valuable insights into the underlying causes of customer complaints, as well as scripts for handling challenging customer interactions.
In "The Power of Body Language: How to Succeed in Every Business and Social Encounter," author Tonya Reiman explores the role of nonverbal communication in our interactions with others. Reiman argues that our body language can have a significant impact on how we are perceived by others and can be used to our advantage in both business and social situations.
Overwhelmed: Work, Love, and Play When No One Has the Time by Brigid Schulte is a thought-provoking exploration of the modern epidemic of overwhelm and its impact on various aspects of our lives. Schulte delves into the challenges individuals face in balancing work, family, and personal time, and offers insights into how we can reclaim our time and create a more fulfilling and balanced life.
"The Negotiation Book: Your Definitive Guide to Successful Negotiating" by Steve Gates offers a detailed overview of negotiation techniques and strategies applicable to various contexts, including business, personal, and professional interactions. Through practical advice, real-world examples, and actionable tips, Gates provides readers with the tools and insights they need to negotiate effectively and achieve successful outcomes.
John C. Maxwell’s Everyone Communicates, Few Connect explores the difference between merely speaking to others and truly connecting with them. Maxwell, a leadership expert, argues that successful individuals don’t just transmit information—they build meaningful relationships through effective communication. The book provides practical strategies to help people improve their communication skills, whether in personal relationships, business, or leadership roles.
Problem Solving 101 by Ken Watanabe is a concise and practical guide that equips readers with effective problem-solving techniques. Drawing upon his experience as a former McKinsey consultant, Watanabe offers a straightforward approach to tackling problems in both personal and professional domains. The book presents a systematic method, known as the "Watanabe Method," which provides a structured framework for defining, analysing, and solving problems.