SupportIndustry.com - Required Reading

How The Mighty Fall: And Why Some Companies Never Give In by Jim Collins

Every institution, no matter how great, is vulnerable to decline. There is no law of nature that the most powerful will inevitably remain at the top. Anyone can fall and most eventually do. But, as Collins' research emphasizes, some companies do indeed recover--in some cases, coming back even stronger.

Decline, it turns out, is largely self-inflicted, and the path to recovery lies largely within our own hands. We are not imprisoned by our circumstances, our history, or even our staggering defeats along the way. As long as we never get entirely knocked out of the game, hope always remains. The mighty can fall, but they can often rise again.

[More About This Book] Jun-14-2009

Calming Upset Customers by Rebecca L. Morgan, CSP, CMC

How do you make your upset customers happy? What can you do to ensure upset customers will return, will be satisfied, and will refer others to you? Learn what upset customers want, how to calm them, and how to retain their business. Upset customers are a part of every organization. If they are responded to promptly and professionally they will become some of your most loyal customers. You'll learn how to do this. Having sold over 250,000 copies, this business best seller has been featured in USA Today, Oprah Winfrey, Home Office Computing, and National Public Radio.

[More About This Book] Jun-07-2009

How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work by Richard S. Gallagher

No one likes to be criticized. But when feedback is necessary -- whether it's with a boss, someone we manage, or another co-worker -- it takes great communication skills to successfully get the message across with feelings and relationships intact.

Drawing from the latest in psychology on how best to connect with others, How to Tell Anyone Anything steers readers away from the common mistake of focusing on what's wrong, and shows them instead how to provide clear, constructive, positive messages that create real behavior and performance change. Complete with illuminating examples and a unique step-by-step process, the book gives readers powerful insight into how we all react naturally to criticism -- and how to transform interactions that might become verbal tugs-of-war into collaborative, problem-solving sessions.

[More About This Book] May-31-2009

Thank God It's Monday!: How to Create a Workplace You and Your Customers Love by Roxanne Emmerich

Thank God It's Monday! is about loving what you’re doing and creating massive results. Roxanne Emmerich introduces you to two CEOs: one desperately struggling to stay afloat and another who's discovered a better route to growth and profitability. As you join them both on their journey, you'll gain valuable insights for jumpstarting positive change from anywhere in the organization.

[More About This Book] May-17-2009

Strategic Customer Service: Managing the Customer Experience by John A. Goodman

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. The author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard data and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

[More About This Book] May-10-2009

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