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Rebecca L., Csp, Cmc Morgan Calming Upset Customer: Staying Effective During Unpleasant Situations (Fifty-Minute Series.)
This course will demonstrate communication techniques that build customer loyalty, and how to defuse customer anger with attentive listening and empathy, focus on the customer?s needs without blaming, and respond to personal accusations without
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Managing Creativity and Innovation (Harvard Business Essentials)
Innovation is an undisputed catalyst for company growth, yet many managers across industries fail to create a climate that encourages and rewards innovation. Managing Creativity and Innovation explores the manager's role in sparking organizational
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Mark Eppler The Wright Way: 7 Problem-Solving Principles from the Wright Brothers That Can Make Your Business Soar
When Wilbur and Orville Wright executed the first successful manned flight on December 17th, 1903, they stunned the world. Man could fly! Where had these two brothers come from? The impact was astonishing. (Imagine if Neil Armstrong had landed on
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Marco Iansiti, Roy Levien The Keystone Advantage: What the New Dynamics of Business Ecosystems Mean for Strategy, Innovation, and Sustainability
In biological ecosystems, "keystone" species maintain the healthy functioning of the entire system. Why? Because their own survival depends on it. This book argues that business ecosystems work in much the same way-one company's success depends
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