Take Care of Your Customers--or Someone Else Will!Legendary ServiceGreat customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees.Kelsey Young is an optimist...

The international bestselling authors return to share the four ways leaders must challenge themselves in order to fulfill their highest potential.Successful leaders don't rest on their laurels because leadership is not a title on a business card. Leadership is a living process—and life means growth. As Ken Blanchard and Mark Miller write in the introduction, "the path to increased influence, impact, and leadership effectiveness is paved with personal growth.… Our ca...

This updated edition of management guru Ken Blanchard’s classic work Leadership and the One Minute Manager teaches leaders the world-renowned method of developing self-reliance in those they manage: SLII®.In Leadership and the One Minute Manager you’ll learn why tailoring management styles to individual employees is so important for effective performance management; why knowing when to delegate, support, or direct is critical; and how to identify the leadership st...

Unlock the fountain of prosperity inside of you with easy-to-implement, comprehensive strategies for bettering yourself personally, professionally, and financially, from award-winning entrepreneur and motivational speaker Jim Rohn.“I truly believe Jim Rohn is an extraordinary human being whose philosophy can enhance the quality of life for anyone.”—Anthony RobbinsYou don’t have to choose between wealth and happiness—they spring from the sam...

First published in 1994, The Complete Guide to Finding the Birds of Australia was the first ever book of its type in Australia – a complete guide to locating every resident bird species in Australia, plus supplementary information on where to find rarities, migratory species and logistical information. This fully revised second edition expands on the best-selling appeal of the first, describing the best-known sites for all of Australia’s endemic birds, plus vagrants and regular migrants such ...

An essential book for students of economics as well as economists and policymakers. The twelfth edition of this enduring and popular book surveys all major changes in the Irish economy in the past fifteen years, with particular emphasis on the last five years. In this new edition, the authors examine: - The broad historical context to a study of the Irish economy. - Ireland's hard landing, recovery and prospects for economic growth and employment in the years ahead. - The changing role of ...

Contemporary Security Management, Third Edition teaches security professionals how to operate an efficient security department and how to integrate smoothly with other groups inside and outside their own organizations. Fay demonstrates the specifics of security management: - how to organize, plan, develop and manage a security operation. - how to identify vulnerabilities. - how to determine the protective resources required to offset threats. - how to implement all necessary physical and I...

This book reveals and describes the leadership and culture change required to remove waste from healthcare processes and eliminate the root cause of soaring costs, poor quality and safety, and limited access. The book's delivery strategy revolves around personal and organizational stories and case studies told by physician and administrative leaders, all students of the Toyota Production System. This revised edition uniquely blends updated case studies with practical theory to describe how...

Is your customer care ready for our connected world? Ubiquitous digital communication has created a customer that's always connected, always on. Utilities are adopting digital communication to connect to the grid, the meter, and the customer. Rethinking Utility Customer Care examines the convergence of these two trends-the "smart customer" with smart energy-revealing the implications, challenges, and opportunities for utility customer service. In this provocative guide, you'll discover: • ...

For decades, the reigning scholarly wisdom about nuclear weapons policy has been that the United States only needs the ability to absorb an enemy nuclear attack and still be able to respond with a devastating counterattack. So long as the US, or any other nation, retains such an assured retaliation capability, no sane leader would intentionally launch a nuclear attack against it, and nuclear deterrence will hold. According to this theory, possessing more weapons than necessary for a second...

Community Development through Tourism examines the development of local communities through the healthy integration of community planning, business planning and tourism planning. It explores the most pertinent tourism and business theories, moving from strategic planning to community empowerment and practice. Research-based case studies are used to illustrate how things work in the real world, and the ways in which various theories can and have been applied. This book will be an important res...

**What does it take to be a stock market guru?What are the traits needed to be a successful investor?Can one master the stock market or is it a gift one is born with?How does one build a portfolio and protect it?**Learn from the masters.The Indian stock market is many things to many people. Some are drawn to its thrill and promise but, more often than not, they fail to recognize the risk that accompanies the reward of a great ride. For many, the marke...