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Customer Service Training 101
AMACOM 2005; US$ 21.95A practical, hands-on guide for training customer service employees. more...
Customer Service For Dummies
Wiley 2006; US$ 21.99Customer Service For Dummies , Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as... more...
Active Training
Wiley 2006; US$ 53.00Since 1990, Mel Silberman’s classic book, Active Training , has been a runaway best-seller for trainers at all levels and a popular text for university level courses in adult education and training. The active training method—which turns the spotlight away from the instructor and put the emphasis on the learner—has emerged over time... more...
The Six Disciplines of Breakthrough Learning
Wiley 2006; US$ 47.00The Six Disciplines of Breakthrough Learning presents an innovative approach that accelerates the transfer and application of corporate learning. The Six Disciplines provides the definitive road map and tools for optimizing the business impact of leadership and management training, sales, quality, performance improvement, and individual development... more...
Coached to Lead
Wiley 2006; US$ 24.95Coached to Lead is the first consumer’s guide to executive coaching. Drawing on her twenty years of experience and direct research with an elite international clientele, renowned CEO coach Susan Battley offers step-by-step advice for achieving the same extraordinary results that top leaders get from executive coaching. Filled with insider tips,... more...
The ROI Fieldbook
Taylor and Francis 2006; US$ 64.95Since the publication of 'Return on Investment in Training and Performance Improvement Programs,' many individuals have attempted to implement the ROI methodology in their organizations. Having a credible process does not guarantee that an organization will implement the process effectively throughout the various functions and divisions. 'The ROI Fieldbook'... more...
Coaching The Team at Work
Nicholas Brealey Publishing 2007; US$ 35.00Much has been written about coaching individuals, yet there has been little investigation of coaching teams at work. Even in organizations that have made strides towards becoming coaching cultures, the focus has been on the individual, not the team. This failure is now a serious weakness in the abilities of managers at all levels. In this book David... more...
Perfect Phrases for Customer Service
McGraw-Hill 2004; US$ 9.95Tools for pleasing even the most demanding customers. A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those... more...
Making Teams Work
McGraw-Hill 2003; US$ 7.95These quick reads, based on McGraw-Hill bestsellers, are designed to meet the needs of busy people. Titles in the series focus on each book's main themes and action ideas, reduced to a manageable page count for on-the-go readers. Proven rules for encouraging teamwork, from forging a common goal and clarifying individual responsibilities to inviting... more...
The Naked Coach
Wiley 2007; US$ 19.95Bestselling author David Taylor returns with his take on business coaching. No fuss. No jargon. Just great ideas. The Naked Coach is the back-to-basics book on coaching that will make sense of coaching and place it back at the very heart of the business agenda. It will make understanding, learning and teaching coaching simple. The Naked Coach tells... more...









