Customer Service Training 101: Quick and Easy Techniques That Get Great Results

If the true face of any organization is its customer service people, then nothing is more important than the training of these crucial employees. Customer Service Training 101 offers an easy-to-implement approach for busy managers and trainers seeking to motivate their people and equip them with the tools they need to excel in this essential role. Featuring interactive lessons that can be adapted for any type of business and for any type of trainee, this ready-to-use guide addresses important customer service areas including:
* making a good first impression
* projecting a positive attitude
* communicating effectively through verbal, nonverbal, and listening skills
* developing trust, establishing rapport, and making customers feel valued
* confidently handling "difficult" customers and situations
* interacting effectively face-to-face, and via telephone and e-mail The professionalism and enthusiasm of frontline employees reflect directly on the company they represent. Packed with powerful, proven ideas, this inspiring, comprehensive training manual will pave the way to superior customer service.

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4 Free Financial Ebooks

4 Free Financial Ebooks
by www.financialspectrum.com.au
Titles include Financial Planning for Women, Investing the Basics, Tax Strategies for Australians and Government Super Co-Contributions. Enjoy!

Click on the link below to start downloading this free ebook:-
4 Free Financial Ebooks – (PDF)

What's Your MBA IQ: A Manager's Career Development Tool

Devi Vallabhaneni, "What's Your MBA IQ: A Manager's Career Development Tool"
Wiley | 2009 | ISBN: 0470439572 | 384 pages | PDF | 2,5 MB

What’s your MBA IQ? A combination of what you know and how much you’ve applied this knowledge on the job, your MBA IQ is what defines your management knowledge in today’s business climate. It’s what keeps you at the top of your profession, an expert in your specialized field with an understanding, as well, of cross-functional disciplines.

Arming you with a solid foundation across the entire MBA curriculum to interact with colleagues, clients, senior management, and professors at a higher, more advanced level, international business expert Devi Vallabhaneni helps you get the most from MBA-level topics—and ultimately, develop your career. This authoritative road map facilitates advanced management education and reveals a structured approach for career development in the management profession, equipping you with nuts and bolts coverage of:
General management, leadership, and strategy
Operations management
Marketing management
Quality and process management
Human resources management
Accounting
Finance
Information technology
Corporate control, law, ethics, and governance
International business
Project management
Decision sciences and managerial economics

The related self-assessment exercises available at www.mbaiq.com allow you to compute your MBA IQ. You can find out where your weaknesses are and then begin to develop your knowledge base to gain proficiency in all management areas and become a true business generalist.

Since the MBA degree has become a de facto standard in management education, the goal of What’s Your MBA IQ? is to make the knowledge contained in an MBA accessible to all business practitioners. As a result, this book is equally relevant to business practitioners, whether or not they pursue an MBA. Also, your organization can use What’s Your MBA IQ? to assess its business practitioners’ readiness for corporate rotation programs, high potential programs, the CABM, the CBM, or an MBA degree.

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Managing Time: Learning Made Simple

Managing Time: Learning Made Simple
Publisher: Butterworth | Pages: 128 | 2007-08-27 | ISBN 0750684186 | PDF | 1 MB

Learning Made Simple books give you skills without frills. They are matched to the main qualifications and written by experienced teachers and authors to make often tricky subjects simple to learn. Every book is designed carefully to provide bite-sized lessons matched to readers' needs.
Using full colour thoughout and written by leading teachers and writers, Learning Made Simple books build on a rich legacy of over 50 years as leading publishers helping to learn new skills and develop their talents.
Whether studying at college, training at work, or reading at home, aiming for a qualification or simply getting up to speed, Learning Made Simple Books will give readers the advantage of easy, well-organized training materials in a handy volume you can refer to again and again.
These titles will be promoted direct to training companies and learners, and individuals will be urged to buy them not only by college lecturers but also by trainers at work. These titles will be core stock for years to come.
The books are written by experienced HR trainers and will be typeset by PK McBride (an experienced teacher and author of several Learning Made Simples himself). PK McBride has a thorough understanding of the ethos of the LMSs books and his involvement will insure that all titles have a layout and style consistent with the brand.

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Knowledge Management: Concepts, Methodologies, Tools and Applications (6-volume set)

Murray E. Jennex "Knowledge Management: Concepts, Methodologies, Tools and Applications (6-volume set)"
IGI Global | 2007-08-10 | ISBN: 1599049333 | 3420 pages | PDF | 31 MB

Knowledge management (KM) is an emerging, interdisciplinary business model dealing with all aspects of knowledge within the context of the firm, including knowledge creation, codification, and sharing, and using these activities to promote learning and innovation. It encompasses both technological tools and organizational routines of which there are a number of components. These include generating new knowledge; acquiring valuable knowledge from outside sources; using this knowledge in decision making; embedding knowledge in processes, products, and/or services; coding information into documents, databases, and software; facilitating knowledge growth; transferring knowledge to other parts of the organization; and measuring the value of knowledge assets and/or the impact of knowledge management.

Knowledge Management: Concepts, Methodologies, Tools, and Applications is the defining reference source for all theories, concepts, and methodologies within the KM discipline. This comprehensive, six-volume collection of research from an international body of KM experts includes chapters on Implementing Knowledge Management (KM) in Organizations; KM Systems Acceptance; KM Communication; Knowledge Representation; Knowledge Sharing; KM Success Models; Knowledge Ontology; and Operational KM. Encompassing over 300 chapters from more than 500 contributors drawn from the world s leading KM experts, this collection will provide libraries with the defining reference to the field and set the standard for all fundamental and emerging models within the discipline.

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Fundamentals of Financial Management

Eugene F. Brigham, Joel F. Houston "Fundamentals of Financial Management"
South-Western College Pub | 2003-03-14 | ISBN: 0324178298 | 928 pages | PDF | 15 MB

The market leader, Brigham/Houston continues to grow in reputation as the most effective approach for learning basic finance principles, tools, and applications. It is also updated to reflect the latest in theory, research, real-world examples, and use of technology. The seamless, integrated ancillary package - done by the authors - is a hallmark of this package that makes the subject more accessible for learners.

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A Modern Approach to Operations Management

Ram Naresh Roy, “A Modern Approach to Operations Management”
New Age International | 2005 | ISBN: 8122416276, 8122423261 | 345 pages | PDF | 1,8 MB

Preface
While teaching the course on ‘Production Operations Management (POM)’ to my students in
India and abroad, I have felt a huge shortage of books and relevant materials on this subject.
The books available are mostly written with Western world perspective. The examples included
in those books are not very relevant to the students of developing countries. This has motivated
me to write this book which is based on my own teaching experiences and the feed back of my
students.
The book includes the background, the core concepts, and the models of POM. It is readable,
comprehensive, and contemporary in its approach. The concepts of Operations Management
have been delivered to the readers in a simple, straightforward manner, and without
mincing the words to avoid dilution of the materials itself.
The layout of the book has been organized to give the readers a sense of flow: (i) Beginning
with fundamentals of Production systems, Productivity, Location of plant, layout issues;
(ii) Core issues of POM like Forecasting, Operations planning, Purchasing systems and steps
involved in it, Inventory models, and MRP, Quality control, TQM, Project Management; and
finally (iii) the attention is focused to modern concepts on the subject like JIT, OPT, Automation,
etc. This makes the book more comprehensive in nature.
Adequate number of solved problems have been included to give the readers a chance to
enhance the learning process. Examples from local industries, agriculture sector, services (banking,airlines, hotels, transport, etc.)

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Materials and Financial Management

C.M. Sadiwala, Ritesh C. Sadiwala, "Materials and Financial Management"
New Age International (P) Ltd | 2007 | ISBN: 8122423469, 8122420338 | 267 pages | PDF | 1,2 MB

Preface
The developing countries like India are facing the various types of problems about materials
and other resources, which are scarce or imported from other countries. The various Industries,
which will have to compete with Internationally, established manufacturing organizations to
manage their production and materials they are marketing and procuring after liberalization
to sell their products at the competitive rates have to purchase, store and produce their
products very economically. After liberalization Industries in our country have realized the
importance of materials and financial management to manage and utilize all their resources
in the best possible way. The revolutionary changes have been taking place in Industries for
various activities to optimize the cost of materials and production operation. The Industries
in our country and globally are managing their resources and all types of materials by the
new techniques, methods and use of computers to utilize them most economically considering
various costs involved in purchasing, procuring, storing and utilizing various types of materials
and products. The materials and financial management is the subject which deals with the
study of techniques of appropriate materials supply and materials flow procedures to control
the production system. It helps in materials management and control of inventories. The
financial management shows how to economize the cost of purchase of materials and inventory
control. It is therefore necessary to introduce and teach our students studying for graduation
and post graduation in engineering, management, finance, economics and science the subject
of ‘Materials and Financial Management’. This subject is the part of syllabus of B.E., B.Tech.,
AMIE, M.B.A. M.Tech., M.E., M.C.A., and other management and engineering courses,
practitioner engineers working in various organizations and competitive examinations. The
various Universities in India and other countries have prescribed this subject in various
Engineering and Management Institutions in their course of study.

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Facilities Management Handbook, Third Edition

Facilities Management Handbook, Third Edition
Publisher: Butterworth | Pages: 496 | 2006-07-18 | ISBN 0750668423 | PDF | 19 MB

The world of facilities management has changed dramatically in recent years. From humble beginnings it is now a fully-fledged professional discipline cover a wide range of challenging roles that go right to the heart of business success.
The Facilities Management Handbook gives a complete and comprehensive guide to the different aspects of the Facility Manager's role, from compliance with health and safety law through risk management to getting the most out of buildings and space.
The Handbook provides checklists and practical guidance that ensures that the Facilities Manager can meet the increasingly complex demands of their profession.
* Wealth of information available in an easily accessible and readable format
* Enables managers to keep abreast of all key facts required in the day-to-day running of a business
* Offers a concise encyclopaedia on all facilities management issues, combining best practice tips with proactive legal advice

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Accounting and Financial Management for BCA & MCA

Thukaram Rao, “Accounting and Financial Management for BCA & MCA”
New Age International | 2006 | ISBN: 8122423256, 8122418899 | 625 pages | PDF | 2,5 MB

Preface
I have great pleasure in placing this book on Accounting and Financial Management into the
hands of esteemed readers. Although several books are available on the subject, the need for a
comprehensive volume covering all the important aspects of Accounting and Financial
Management has been felt for a long time .. My long experience in teaching and the knowledge I
have acquired over these years has made it possible for me to satisfy this need.
The book is written in a simple and lucid style. At the end of the each chapter, a few theoretical
questions and exercises are given to test the understanding ability of students.
This book meets the requirements of S.C.A. and M.e .A. students and other technical courses in
management.
We will be failing in our duty if we do not thank Mr. Saumya Gupta of New Age IntemaiionaJ (P)
Lid .• in taking active intetest in the publication.
Author

Contents
Preface (v)
I. Accounting Theory
2. Journal 14
3. Ledger 34
4. Subsidiary Books 47
5. CashBook 58
6. Bank Reconciliation 85
7. Final Accounts of Sole Traders 96
8. Final Accounts of Joint Stock Companies 137
9. Depreciation Accounting 162
10. Inventory Valuation 189
II. Meaning, Importance and Objectives of Financial Management 198
12. Analysis and Interpretation of Financial Statements 205
13. Ratio Analysis 244
14. Fund Flow Analysis 316
15. Capital Structure 338
16. Source of Capital 346
17. Working Capital Management 355
18. Capital Budgeting 372
19. Cost of Capital 392
20. Nature and Scope of Cost Accounting 403
21. Single or Output or Unit Costing 420
22. Marginal Costing 454
23. Cost-Volume-Profit Analysis 493
24. Buslgetary Control 530
25. Standard Costing 575

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Kim Heldman - PMP: Project Management Professional Study Guide, 3rd Edition

Kim Heldman - PMP: Project Management Professional Study Guide, 3rd Edition
Sybex | 2005 | ISBN: 078213601X | Pages: 592 | PDF | 8.82 MB

Whether you’re a current project manager seeking to validate the skills and knowledge acquired through years of practical experience or a newcomer to the PM field looking to strengthen your resume, the PMP certification from the Project Management Institute (PMI) provides you with the means to do so. This new edition of the best-selling PMP: Project Management Professional Study Guide covers the 2005 updates to both the Project Management Body of Knowledge (PMBOK) and the PMP exam. Author Kim Heldman presents the material in a clear and accessible manner, taking you through the process groups in their logical order so you understand the parts and the whole equally well.

KEY TOPICS INCLUDE:

Project Initiation. Determining project goals, determining deliverables, determining process outputs, documenting constraints, documenting assumptions, defining strategies, producing formal documentation.

Project Planning. Refining a project, creating a WBS, developing a resource management plan, determining resource requirements, defining budgets, refining time and costs estimates, establishing project controls, obtaining plan approval.

Project Execution. Committing and implementing resources, managing and communicating progress, implementing quality assurance procedures.

Project Control. Measuring performance, refining control links, taking corrective action, evaluating effectiveness of corrective action, ensuring plan compliance, reassessing control plans, responding to risk event triggers, monitor project activity.

Project Closing. Obtaining acceptance of deliverables, documenting lessons learned, facilitating closure, preserving product records and tools, releasing resources.

Professional Responsibility. Ensuring integrity, contributing to knowledge base, balancing stakeholder interests, respecting differences.

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Tom Kendrick - The Project Management Tool Kit: 100 Tips and Techniques for Getting the Job Done Right

Tom Kendrick - The Project Management Tool Kit: 100 Tips and Techniques for Getting the Job Done Right
AMACOM | 2004 | ISBN: 0814408109 | Pages: 256 | CHM | 1.68 MB

People responsible for managing projects are busy. And their jobs are made more difficult by time pressures, project complexity, and a lack of resources. Their ability to execute a project efficiently and well, especially in unexpected or new situations, is compromised. But it needn't be.

The Project Management Tool Kit presents proven project management techniques in an accessible, easy-to-apply format. Based on the approaches used by successful project managers in many fields, the Tool Kit offers step-by-step methodologies for managing every conceivable project step. Professionals at all levels will get the latest on:

* cost estimating and budgeting
* communications and technology
* goals for individuals and project teams
* negotiation and decision making
* establishing and retaining management support
* implementing change and process improvement
* quality assurance and control
* risk assessment and management
* scheduling and time management
* and more -- 100 subject areas in all!

Complete with checklists and other tools for quick implementation, here is a practical and complete guide to mastering any project challenge.

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Finacial Management: Theory and Practice (12 Edition)

Eugene E. Brigham, Michael C.Ehrhardt, "Finacial Management: Theory and Practice(12 Edition)"
South Western Publishing | Mar 20, 2007 | ISBN: 0324422695 | Pages 1104 | PDF | 57 MB

This book is simply amazing, very easy to follow and learn. It explains basic concepts, and has some useful material - in the book as well as online - that will help you. I frankly didn't even need the study guide; I thought the book by itself was great for me. The authors have taken a lot of trouble with detailing and giving examples, for someone new to finance to pick up on. There are chapters on financial statements, time value of money, bonds, risk, stocks valuation, financial forecasting, capital costs & budgeting, cash flow estimation, financial planning, corporate valuation, IPO's, working capital management, and a whole lot more (don't let the size of the book scare you!). If there is something you didn't understand, you can always use the one-year access card (one per book) to their online resources, and download the excel spreadsheets for each chapter. There are also 4 web chapters for more information. Online, they have explained how they work out questions in the book. The examples are very realistic, outlining actual companies and incidents that have occurred in the US. This edition (12th) has more end-of-chapter problems than the previous editions.

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Value Management of Construction Projects

Value Management of Construction Projects By John Kelly, Steven Male, Drummond Graham
Publisher: Wiley-Blackwell | ISBN: 0632051434 | edition 2002 | PDF | 384 pages | 2 mb

This book presents an integrated value philosophy, methodology and tool kit for improving project delivery for clients, based on best practice. It combines the theory and practice of value management and is written in such a way that the theory, methodology, workshop styles, tools and techniques can be read independently if the reader wishes.

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151 Quick Ideas to Inspire Your Staff

151 Quick Ideas to Inspire Your Staff
Publisher: Career Press | Pages: 208 | 2005-10-30 | ISBN 1564148297 | PDF | 3 MB

For most businesses, attracting new employees and getting your existing employees to succeed is a never-ending task. It’s often rooted in inefficient hiring practices, misunderstood motivational techniques, inadequate training, and high employee turnover. The results: low productivity and poor performance leading to lower revenue, unhappy customers, and endless management headaches. Jerry Wilson’s 151 Quick Ideas to Inspire Your Staff takes the mystery out of motivating employees to achieve personal and business success.

The basic concept: Inspire your employees to create and maintain delighted repeat customers!

This book demonstrates that business owners don’t have to constantly replace employees or use artificial incentives and harsh methods to get employees to help the business succeed. Wilson shows business owners and managers how to do it themselves without the pain and suffering. And you don’t have to invent any new approaches, concepts, or buzzwords to do it! Just follow some of Jerry Wilson’s 151 proven ideas and discover amazing results…fast!

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151 Quick Ideas to Get New Customers

151 Quick Ideas to Get New Customers
Publisher: Career Press | Pages: 151 | 2005-10-30 | ISBN 1564148300 | PDF | 2 MB

For most businesses, attracting new customers is a never-ending effort mired in uncertainty, frustration and knee-jerk reactions. Jerry Wilson’s 151 Quick Ideas to Get New Customers takes the mystery out of creating an ongoing plan with proven tactics to keep the phone ringing and the door swinging.
The basic concept: Attract an endless flood of new customers at little or no cost!
151 Quick Ideas to Get New Customers demonstrates that you don’t have to use expensive and never-ending sales events, coupled with expensive advertising and energy-zapping promotions, to turn on a constant, inexhaustible flow of new prospects. And you don’t have to invent any new approaches, concepts, or buzz words to do it! Just follow some of Jerry Wilson’s 151 proven ideas and discover amazing results…fast!
Jerry Wilson has spent more than 25 years researching what his clients – small and medium sized businesses just like yours – need to do to be successful in today’s marketplace. These powerful ideas work! Each is presented in a bite-sized package that encourages instant execution. No long chapters with endless justifications, pontifications, philosophy, or personal stories. Just 151 great, practical ideas any business manager and owner can use to make an immediate difference in his or her business success.

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A Manager's Guide to Coaching: Simple and Effective Ways to Get the Best From Your Employees

A Manager's Guide to Coaching: Simple and Effective Ways to Get the Best From Your Employees
Publisher: AMACOM | Pages: 240 | 2008-04-02 | ISBN 0814409822 | PDF | 2 MB

To stay on top, companies need to do more than just tread water--they need to grow. And that means that their employees need to develop and improve their skills at the same pace. More than ever, managers are being encouraged to improve employee performance through effective coaching, but so few of them have the time--or the knowledge--it takes to do it successfully. Brian Emerson and Ann Loehr have spent years showing some of the country's top companies how to develop their most promising employees. Now in this helpful manual they guide managers through every step of the coaching process, from problem solving to developing accountability. Readers will discover:

the top 10 tips every manager should know before he starts to coach
* how to handle difficult conversations, conflicting priorities, and problem team members
* how to hold follow-up meetings after goals and priorities have been set
* sample questions they can adapt to various situations
* examples of common problems and how they can use coaching to address them. Clear, practical and straightforward, this is an invaluable tool that will help all leaders coach employees, colleagues, and themselves to excellence.

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Operations Research and Management Science Handbook

Operations Research and Management Science Handbook
CRC | ISBN: 0849397219 | 2007-12-05 | PDF | 904 pages | 14 Mb

A comprehensive yet concise resource, Operations Research and Management Science Handbook provides an overview of operations research methods and applications. Drawing on a mix of international authors, the handbook explores the latest topics in OR/MS and examines recent developments in the field. The book caters to a diverse audience; anyone who uses analytical techniques in decision making will need this book. Of the many books available on this subject, most are not broad enough, precise enough, or accessible enough. This book gives students, researchers, and practitioners a single source guide to all of the operations research techniques in an accessible format.

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Managing a Modern Hospital: Second Edition

Managing a Modern Hospital: Second Edition
Publisher:Sage Publications Pvt. Ltd | Pages:396 | 2008-04-14 | ISBN:0761936297 | PDF | 3.9 MB

Health care has become one of India's fastest growing sectors in the past decade. A multitude of private players have entered this market, combining to offer high-quality health care and service in world-class hospitals and nursing homes all over India. It has been recognised that a professional approach to hospital administration and better resource allocation will go a long way to ensure both quality and cost-effectiveness in health care in India. The second edition of this successful book contains a well-planned collection of writings on modern hospital management. Revised and updated, it also contains two new chapters that discuss and highlight new developments in this field. The book spans a wide range of issues in modern hospital management, and provides all the necessary knowledge required to set up and run a modern-day hospital efficiently and as an economically viable business. The book also looks at " Customer experience management " Computer-aided diagnosis " Waste management " Financial management " Maintaining medical records " Medical audits " Managing human resources

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PMP Exam Prep, Sixth Edition: Rita's Course in a Book for Passing the PMP Exam

Rita Mulcahy, PMP, "PMP Exam Prep, Sixth Edition: Rita's Course in a Book for Passing the PMP Exam"
RMC Publications, Inc. | 2009-04-10 | ISBN: 1932735186 | 544 pages | PDF | 18,9 MB

Hundreds of thousands of project managers understand why PMP Exam Prep by Rita Mulcahy, PMP, is a worldwide best-seller. Is it Rita's years of PMP exam preparation experience? The endless hours of ongoing research? The interviews with project managers who failed the exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on making sure project managers don't waste a single minute of their time studying any more than they absolutely have to? Actually, it's all of the above.

PMP Exam Prep, Sixth Edition by Rita Mulcahy contains hundreds of updates and improvements from previous editions--including new exercises and sample questions never before in print. Offering hundreds of sample questions, critical time-saving tips plus games and activities available nowhere else, this book will help you pass the PMP exam on your FIRST try.

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