On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need.
On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need.
From newspapers to NASA, Mac users around the world use AppleScript to automate their daily computing routines. Famed for its similarity to English and its ease of integration with other programs, AppleScript is the perfect programming language for time-squeezed Mac fans. As beginners quickly realize, however, AppleScript has one major shortcoming: it comes without a manual.No more. You don't need a degree in computer science, a fancy system administrator title, or even a pocket protector and pair of nerdy glasses to learn the Mac's most popular scripting language; you just need the proper guide at your side. AppleScript: The Missing Manual is that guide.Brilliantly compiled by author Adam Goldstein, AppleScript: The Missing Manual is brimming with useful examples. You'll learn how to clean up your Desktop with a single click, for example, and how to automatically optimize pictures for a website. Along the way, you ll learn the overall grammar of AppleScript, so you can write your own customized scripts when you feel the need.Naturally, AppleScript: The Missing Manual isn't merely for the uninitiated scripter. While its hands-on approach certainly keeps novices from feeling intimidated, this comprehensive guide is also suited for system administrators, web and graphics professionals, musicians, scientists, mathematicians, engineers, and others who need to learn the ins and outs of AppleScript for their daily work.Thanks to AppleScript: The Missing Manual, the path from consumer to seasoned script has never been clearer. Now you, too, can automate your Macintosh in no time.
The Handbook of Fraud Deterrence encompasses the applicable professional standards and common applications for forensic accounting, fraud deterrence, and fraud investigation services. It is the first book that explains fraud deterrence through internal control improvement within the structure of forensic accounting procedures.
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