This book considers the sequential deployment of the receiver's response to the caller's request in telephone service encounters between native speakers in the

A breakthrough book on the transformative power of collaborative thinking Collaborative intelligence, or CQ, is a measure of our ability to think with others on

Praise for SMART CALLING "Finally, a sales book that makes sense! As a master sales trainer, Art nailed—no, obliterated—the number one fear of selling in th

If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the fascinating premise of From Impressed to Obsessed, a book tha

"Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business