While the economy takes a nose dive, business owners everywhere suddenly have to deal with setting up payment arrangements to help them get paid. When a customer cannot pay in full, payment arrangements must be made if you want to salvage any type of payment. The payment amount must be reasonable in comparison to the debt. Just some of the things you will learn with this valuable book: How payment arrangements affect your business When to set up payment arrangements How to set up effective payment arrangements Why you should offer payment plans Skills & resources you will need to set up payment plans How to deal with missed payments

China has already taken the place of Japan and become the No.1 outbound tourism market. According to World Travel Organization, there will be 100 million Chinese traveling abroad in 2020. As a tourism and hospitality industry executive, do you want to gain more knowledge on how to welcome your Chinese guests? In the seven modules of this course, you will follow a simple, easy-to-understand learning system that contains scenario analyses discussions, tips and suggestions. Each module has a short quiz to help you consolidate your knowledge on each component of the course. Topics covered include: building a positive first impression with Chinese visitors; suggestions for Sales and Marketing, for the Front Office and Concierge; Tour Desk and Bell Desk; and Food and Beverage. The course is developed by Multicultural Marketing and Management (MMM). MMM is a multi-award-winning, full-service marketing agency, with 20 years experience in Australia and specialises in non-English communication. MMM is an accredited tourism business in Australia.

"I've always said that education without execution is just entertainment - and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn."--Tim Sanders, Author of "Love is The Killer App" "Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit."--Jerry Vass, Author of "Soft Selling in A Hard World" and President Vass Consulting "You might not like this book. It's not filled with easy shortcuts and feel-good platitudes. BUT, when you're ready to walk the walk and not just talk the talk) about treating your customers right and growing your business, Lior's book is a fine place to start down that rarely-followed, very profitable path."--Seth Godin Author, Purple Cow & Free Prize Inside "Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience."--Ginger Conlon, Editor-in-Chief, CRM magazine According to Strativity's 2003 CEM global study, 45% of executives surveyed do not believe they deserve the customer's loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50% customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies' commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers. Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales.

Creating A Revolution In How People Treat People In Business... Radio show hosts Angel Tuccy and Eric Reamer, are the best selling authors of Lists That Saved My Business, and business revolutionaries who are committed to changing the paradigm when it comes to customer service. Designed to be an inspiration to business owners, managers and salespeople, Leading The Revolution will spark creativity in the area of the customer experience for all who take on the role of "revolutionary." Leading The Revolution is a collection of articles, blog entries and thought processes that form the leadership and training offered by Experience Pros, LLC. Customer service is not a department... It is a culture.

Sick of hearing your customer service staff say: My computer is down, It's lunch time, I haven't gotten to it yet, etc. etc.. This book is an encyclopedia of what your service staff should say and do, instead. Ideal as a service coaching resource, this book provides a quick and easy solution that will improve customer perceptions about your organization and its service staff.

The Long Term Care Customer Service Improvement Program is designed to accelerate your skills and your resident's satisfaction. This course includes: A systematic and simple method for improving customer service skills Learning sessions as short as 15 minutes Practical skills you can apply immediately to improve how you work with your colleagues and your residents The Customer Service Improvement Program provides consistent reinforcement of what's learned through dozens of role plays and other learning exercises, testing, repetition of the basic principles and immediate application. The evidence-based curriculum is designed to meet the objectives of key national long term care initiatives including the Advancing Excellence in America's Nursing Homes Campaign, Quality Assurance and Performance Improvement (QAPI), and the AHCA Quality Initiative. Through careful study of the dozens of 15 minute learning modules you will learn the importance of: 1.Skillfully Resolving Intercultural Conflict 2.Employing Strategies for Handling Conflict 3.Asserting Yourself Respectfully 4.Identifying Your Conflict "Style" 5.Using Active Listening Skills Effectively 6.Overcoming Barriers to Listening and Understanding 7.Learning Why You Aren't Listening to Others 8.Developing Rapport with Different Personality Types 9.Managing Your Attitude 10.Avoiding "Rapport Killer" Words and Phrases 11.Tailoring Communication to Fit a Customer 12.Improving Customer Interactions 13.Managing Stress in a Long Term Care Facility 14.Relaxing with Visualization and Abdominal Breathing 15.Understanding Who the Customers in Your Facility Are 16.Communicating with Authority and Credibility 17.Demonstrating the Power of Friendliness and Approachability 18.Providing Excellent Customer Service at Mealtimes 19.Understanding The Costs of a Dissatisfied Customer 20.Identifying Customer Touch Points 21.Adhering to Your Facility's Dress Code 22.Reducing the Risk of Lawsuit 23.Placing Your Facility Above the Competition 24.Employing the Power of First Impressions 25.Understanding Customer Expectations 26.Building Relationships with Empathy and Compassion 27.Understanding Emotional Triggers 28.Creating Unforgettable Customer "Experiences" 29.Learning to Ask Questions Effectively 30.Employing Strategies to Manage Difficult Customers 31.Taking Effective Steps to Resolve Complaints ...And many other critical skills Human beings are complex and our behavior consistently misunderstood. To enhance how we work together takes time and commitment. The Customer Service Improvement Program is an effective tool you can use to improve your skills and the lives of your residents.

Leaders often struggle when faced with the challenge of restructuring or rightsizing their organizations or redesigning reporting relationships. Don't make the mistakes many make when they fail to do appropriate due diligence by addressing the symptoms of the perceived business problem rather than the root causes. Check out this practical and informative book first. As the title suggests, it is a real-world guide to organization design. It is written by a global corporate executive and management consultant with 25 years of experience advising senior executives on strategic change. And it is a rich resource of insight and hands-on templates and tools designed to ensure you succeed at one of the toughest jobs a leader will face. ""Organization Design"" is organized into two sections. Section I presents a primer for executives on organization design. Section II introduces organization design methodology. This book addresses such vital issues as: organization design best practices that should be incorporated into most projects; the role of executives in leading and sponsoring a redesign project; how people resist change and strategies for overcoming resistance to change; an organization design framework; methodology overview; and, an overview of seven common organization structures. Included are practical templates to help you quantitatively prioritize design alternatives, formalize and clarify the project, optimize how interdependent units work together, compare and contrast the financial impacts of each design alternative, conduct a sanity check regarding the future state of the organization, guide the design of the organization from selection of the high-level structure to designing roles and jobs, and handle all the vital tasks ahead with confidence.

A Business guide to getting paid kit is three of my most popular books combined together to give you a handy reference as you make collection calls and try to deal with excuses, how to choose a reputable collection agency when you need one and how to get paid from your customers on time. The economy has changed how we do business and how we get paid. This affects our biggest asset - our cash flow. So what can we do to keep the cash flowing and keep up with these changing market conditions? We have to change, change how we limit our credit risk, how we extend credit, our payment terms and how we deal with customers who may suddenly have a hard time making payment. Now is the time to take a look at your credit screening processes, are they still relevant or working the same as they did 3 or 4 years ago or does something need to be changed?

The Welcomer Edge is a business book that unlocks the secrets to repeat sales. Its principles are appropriate for all sales and service environments. It's about four distinct categories of service professionals -- the people that will make any customer service function or department a success. The author provides real life examples and anecdotes to help transform this concept into action. Welcomers are a rare breed of friendly and engaging people. Most importantly, they are innately intuitive, and understand that customers are people first. Identifying and recruiting welcomers is the key to a healthy consumer base. The book provides practical recommendations and strategies so that any company -- regardless of industry or size -- can maximize the quality of its customer service and the quantity of its loyal consumers. The book describes the four categories of frontline associates. Understanding that each category has definitive service personalities will help optimize your business at its most crucial moment: the encounter that brings two people together to make a purchase, subscribe to a service, provide praise, or raise a concern. The bottom line shows how sales and customer associates have a powerful impact on sales because they determine the outcome of the all-important first impression, and this translates into whether or not a company will achieve its most important goal: repeat business.