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Today's customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the bestselling Knock Your Socks Off Service® series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to meet their customers' needs. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide takes the unique position of seeing things from the customer's perspective--providing a collection of fun, fast, and enlightening exercises to teach customer service managers and employees valuable ways to help their organizations provide top-notch service. You'll discover how to create an action plan for improvement, reviewing topics such as: how to say no, empathy vs. sympathy, service recovery, listening, email and telephone skills, customers from hell, winning words and soothing phrases, anticipating customer needs, building reliability, customer feedback, keeping a stress log, and more. These simple but effective activities take only minutes, but deliver truly powerful, lasting results.
Without going through the experience, no one can really know how it feels to have to look for a job. The pain and uncertainty of putting yourself out there, having to ask total strangers to take a chance on you, and the crushing defeat one feels when that dreaded rejection letter or email shows up. Even if you are completely qualified for the position, the lack of certainty can wear on you like nothing else. "Hunting" for a job simply isn't fun.In this book you will learn nine powerful ways to find and get jobs, even if your background includes some criminal activity. You may think there's no hope but if you read and follow these secrets, you will find that jobs are easier to find than you ever thought. "An incredibly powerful resource for finding a job, especially if you have a felony. I cannot recommend this book more highly. I found a job in record time using just a couple of these secrets"- John Klien - Former Inmate FCI Sheridan
Choose from a huge assortment of lesson plans based on Web sites that are both informative and entertaining. Curriculum-driven activities cover a wide range of topics to engage students of all ages.
Group work and patient education are vital aspects of improving health outcomes in all settings, by supporting patients and clients to manage their conditions, as well as to promote and support behaviour change for improved health. Concise, accessible, and easy-to-read, this new title in the popular How To series is designed to support nutritionists, dietitians, nurses and other healthcare professionals to facilitate healthy lifestyle change through group education. How to Facilitate Lifestyle Change covers the entire group education process, from initial planning, to delivery and evaluation. Topics include agreeing aims and objectives and structuring a session, to considering practical aspects such as setting, managing challenging group members and participant expectations, as well as evaluating and refining a session plan for future use. It also provides an overview of the key evidence base for group learning, relevant theories and models, peer support, and e-learning opportunities. Including case studies to illustrate the real-life application of each topic, practice points, helpful checklists, and a range of practical tips, How to Facilitate Lifestyle Change is the ideal resource to support anyone involved in group patient education and facilitation of health behaviour change.