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.
The Mentor's Guide: Facilitating Effective Learning Relationships by Lois J. Zachary is a comprehensive and practical resource for both mentors and mentees. Lois Zachary, an expert in the field of mentoring, provides guidance, insights, and actionable strategies for fostering productive and meaningful mentoring relationships. The book is widely regarded as a foundational text for anyone involved in mentoring, whether in professional, educational, or personal contexts.
Own Your Greatness: Overcome Impostor Syndrome, Beat Self-Doubt, and Succeed in Life by Lisa Orbé-Austin and Richard Orbé-Austin is a transformative book that provides insights, strategies, and practical tools to help individuals overcome imposter syndrome and unleash their full potential. Drawing from their expertise as psychologists and executive coaches, the authors offer a comprehensive approach to address the psychological barriers that hold people back from embracing their greatness.
Questions that Sell: The Powerful Process for Discovering What Your Customer Really Wants by Paul Cherry is a comprehensive guide that provides sales professionals with valuable insights and practical techniques for using questions effectively to uncover customers' needs and motivations. Through a strategic questioning process, the book offers a roadmap for engaging customers, building rapport, and generating successful sales outcomes.
Ben Lamorte's "OKR Objectives and Key Results: Driving Focus, Alignment, and Engagement with OKRs" is a comprehensive exploration into the world of Objectives and Key Results (OKRs), offering readers a roadmap to harnessing the power of this goal-setting framework for organisational success. Lamorte's work stands out as a valuable guide for both beginners and seasoned practitioners seeking to understand, implement, and optimise OKRs in their respective domains.
"Good Grief" by Granger E. Westberg is a compassionate and insightful guidebook that offers practical wisdom and emotional support to individuals navigating the challenging journey of grief. Drawing on his experience as a pastor, hospital chaplain, and grief counsellor, Westberg provides readers with a roadmap for coping with loss and finding healing in the midst of sorrow.