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To Sell is Human: The Surprising Truth About Moving Others

To Sell Is Human: The Surprising Truth About Moving Others by Daniel H. Pink is a book that challenges the notion that sales is the domain of a select group of individuals with a specific set of skills. In fact, Pink argues that we are all in sales, as we spend a significant amount of our time trying to move others to our way of thinking, whether we are convincing our boss to give us a raise or persuading our children to clean their room.

Author
Estimated Read Time
5 minutes

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi is a book based on extensive research on customer service interactions, revealing the key factors that drive customer loyalty. The authors argue that providing low-effort experiences is critical for creating loyal customers. They provide practical strategies and tactics for creating a seamless and effortless customer experience.

Author
Estimated Read Time
5 minutes

5 Star Service: How to Deliver Exception Customer Service

"5 Star Service: How to Deliver Exceptional Customer Service" by Michael Heppell is a comprehensive guide that explores the principles and strategies behind providing outstanding customer service. Heppell's book goes beyond the basics, aiming to empower individuals and organisations to elevate their customer service practices to a level that not only meets but exceeds customer expectations.

Author
Estimated Read Time
4 minutes

How to Calm an Angry Person in 90 Seconds or Less

Douglas E. Noll’s book De-Escalate: How to Calm an Angry Person in 90 Seconds or Less provides a step-by-step guide to managing conflict and defusing anger in tense situations. The book is grounded in neuroscience and communication techniques that help readers turn hostility into calm, productive conversations. Noll argues that traditional conflict resolution methods often fail because they do not address the underlying emotional needs of an angry person. Instead, he introduces a counterintuitive but highly effective method: affective labelling, or the practice of acknowledging and verbalising the emotions of the upset individual.

Author
Estimated Read Time
4 minutes

Thinking Fast and Slow

Thinking, Fast and Slow is a book by Nobel Prize-winning economist and psychologist Daniel Kahneman. The book provides a detailed exploration of the two systems of thinking that govern human decision-making and judgment.

Author
Estimated Read Time
5 minutes

Dealing with Difficult Customers: How to Turn Demanding, Dissatisfied and Disagreeable Clients into Your Best Customers

In Dealing with Difficult Customers: How to Turn Demanding, Dissatisfied, and Disagreeable Clients into Your Best Customers, author Noah Fleming provides valuable insights into how to effectively handle challenging customer interactions. The book is divided into three sections, each focusing on a different aspect of dealing with difficult customers.

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