Like stage magic, service magic is made up of more than tricks, hocus-pocus, and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and many hours of practice. Customer service wizards Chip Bell and Ron Zemke have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service. In their new boo…

Today?s customers are smarter and more demanding -- and with so many choices available, repeat business is at greater risk than ever before. The fourth edition of this customer service bestseller still delivers the proven Knock Your Socks Off formula, and has been updated with all new techniques that will help anyone successfully work with even the most difficult customers. Featuring brand-new …

The long-term survival of a company is dependent on how knowledgeable its controllers and senior managers are about its costs. Do the costs accurately reflect the resources consumed by the business processes? Can the cost information generated by its financial systems be trusted to make key management decisions? In Designing Strategic Cost Systems, recognized business planning and cost manageme…

JoAnn Senger has gone out of the box to address fundamental compensation issues too-often ignored in the public and not-for-profit sectors. She peels away the 'second-class citizen' label and provides effective compensation structures that reward top performers. ?Jonathan Fraser Light Senior Partner, Nordman, Cormany, Hair & Compton A step-by-step plan to design and manage a compensation system…

The book provides a comparative and comprehensive analysis of the current technical, commercial and economical development in digital media. It describes the impact of new business and distribution models, the current legal and regulatory framework, social practices and consumer expectations associated with the use, distribution, and control of digital media products. In particular, the author …

War often comes down to one thing: money. The role of economics in both peace and war is arguably the most important single factor when it comes to the study of defense. The aim of this book is to provide a critical overview of the history of economic thought on defense, peace and war from its eighteenth century origins right up to the present day. Important themes covered within the book inclu…

Economics for Social Workers: The Application of Economic Theory to Social Policy and the Human Services is designed to provide a working knowledge of economics with clarity and attention to the concerns of the social work profession. This primer for social work students introduces the general definitions and concepts of economic theory and uses case studies in social work to develop applied un…

This book updates and advances the theory of expected utility as applied to risk analysis and financial decision making. Von Neumann and Morgenstern pioneered the use of expected utility theory in the 1940s, but most utility functions used in financial management are still relatively simplistic and assume a mean-variance world. Taking into account recent advances in the economics of risk and un…

David Crystal's informative account of the rise of eng as a global language explores the history, current status and potential of eng as the international language of communication. This new edition of his classic work includes additional sections on the future of eng as a world language, eng on the Internet, and the possibility of an eng family of languages. Footnotes, new tables, and a compre…

The Balanced Scorecard is the leading methodology for implementing performance management systems and improving efficiency. Focusing directly on the public and not-for-profit sectors, this book helps these organizations overcome the unique challenges they face when implementing a Balanced Scorecard. 1. Guides government and nonprofit organizations through the implementation of a performance man…