You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make great customer service an indispensable part of your daily operation! The Complete Idiot's Guide® to Great Customer Service teaches you how to create the "Service Difference"—service that genuinely pleases your customers and...

In Lead, Sell, or Get Out of the Way, Ron Karr outlines a repeatable process based on the powerful idea that great sellers lead relationships in the same way that great leaders sell ideas. This customer-focused mindset is the key to Ron Karr's proven leadership selling process. Using 20 years of research with companies of all sizes, Karr reveals what great sellers do, and shows how anyone can implement the same powerful principles. He reveals the seven critical traits of a sales l...

In today's sales world there's no room for followers. But there's plenty of room for leaders. Competition is intense, and if you don't take a leadership role in producing results for your clients, someone else will. In Lead, Sell, or Get Out of the Way, Ron Karr outlines a repeatable process based on the powerful idea that great sellers lead relationships in the same way that great leaders sell ideas.No matter what you sell, you must communicate persuasively and effectively what it ...

Everyone is getting into the Halloween spirit this month! Our Acquiring Editors, Michael Bracken and Barb Goffen, have found supernatural detective stories by Dave Zeltserman and Joseph D’Agnese to kick things off. And we have haunts and horrors (not to mention voodoo) from regular contributors Phyllis Ann Karr and Ron Miller (whose burlesque queen-turned-private eye Velda returns this issue). And C.S. Dines takes us to McNeil Station in Antarctica for some unexpected chills.Of cou...

This time, we have a special all-mystery issue. But don’t panic! We have mysteries by science fiction and fantasy writers, too…tales by Phyllis Ann Karr (best known for her fantasy novels, such as Idylls of the Queen and the Frostflower & Thorn series) and Theodore R. Cogswell (author of the 1952 classic “The Specter General,” voted one of the greatest science fiction stories of all time by the Science Fiction Writers of America). We also...

In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth.You also generate a vital metric: your Net Promoter Score. Since the book was first publi...

This meticulously edited collection is formatted for your eReader with a functional and detailed table of contents: Arthur Conan Doyle: Sherlock Holmes Series A Study in Scarlet The Sign of Four The Hound of the Baskervilles The Valley of Fear The Adventures of Sherlock Holmes The Memoirs of Sherlock Holmes The Return of Sherlock Holmes His Last Bow The Case Book of Sherlock Holmes Other Mysteries True Crime Stories Edgar Wallace: Four Just Men Series Mr. J. G. Reeder Series Detective Sgt....

Philip Kotler's name is synonymous with marketing. His textbooks have sold more than 3 million copies in 20 languages and are read as the marketing gospel in 58 countries. Now Kotler on Marketing offers his long-awaited, essential guide to marketing for managers, freshly written based on his phenomenally successful worldwide lectures on marketing for the new millennium.Through Kotler's profound insights you will quickly update your skills and knowledge of the new challenges...

Collected and introduced by the bestselling author of The Time Traveler's Wife and Her Fearful Symmetry--including Audrey Niffenegger's own fabulous new illustrations for each piece, and a new story by her--this is a unique and haunting anthology of some of the best ghost stories of all time.From Edgar Allan Poe to Kelly Link, M.R. James to Neil Gaiman, H.H. Munro to Audrey Niffenegger herself, Ghostly reveals the evolution of the ghost st...

Young serial entrepreneur Scott Gerber is not the product of a wealthy family or storied entrepreneurial heritage. Nor is he the outcome of a traditional business school education or a corporate executive turned entrepreneur. Rather, he is a hard-working, self-taught 26-year-old hustler, rainmaker, and bootstrapper who has survived and thrived despite never having held the proverbial "real” job.In Never Get a "Real" Job: How to Dump Your Boss, Build a Business, and Not Go Broke...

Over a thousand pages of haunted—and haunting—ghost tales: the most complete collection of uncanny, spooky, creepy tales ever published! Edited and with an introduction by Otto Penzler. Including stories by Joyce Carol Oates, Rudyanrd Kipling, Isaac Asimov, James MacCreigh, and many more! Featuring eerie vintage ghost illustrations.The ghost story is perhaps the oldest of all the supernatural literary genres and has captured the imagination of almost every writer t...

Stop pushing products—and start cultivating relationships with the right customers.If you read nothing else on marketing that delivers competitive advantage, read these 10 articles. We’ve combed through hundreds of articles in the Harvard Business Review archive and selected the most important ones to help you reinvent your marketing by putting it—and your customers—at the center of your business.Leading experts such as Ted Levitt and Clayt...