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"Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren't delivering the service they should. The results can be both surprising and illuminating, such as: company culture doesn't always support service excellence; over-emphasis on cost reduction often increases the cost of service; employees are torn between doing the right thing for the customer and following policy; poor products and services can make helping the customer nearly impossible; and, employees' interests often don't align with company goals. Once core problems are identified, the book offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, "Service Failure" helps people overcome the obstacles preventing them from doing their very best.;"

"Do employees hate their managers? Many do, says this research-based book, which describes 30 reasons for employee attitudes ranging from indifference to outright hatred of management. Among the reasons, these employees say: they are not treated like adults, with respect for their contributions; managers don't listen to them; senior managers are incompetent and run the company poorly; their pay isn't linked to their job performance and often it's unfair; they lack sufficient resources and training to do their jobs well; they don't trust information they receive from management; they get insufficient feedback on their work performance; they have such heavy workloads and inflexible schedules that they can't find a good balance of work and personal life.The author offers solutions, not just a litany of problems. He also describes some of the underlying psychological reasons for employee discontent (for example, equity theory, which explains why people react as they do to perceived unfairness). The material is based on Katcher's proprietary research in 65 organizations and surveys of more than 50,000 employees. It also includes many stories/examples."

"The sales techniques that work best...have always worked best. An incisive look at four legendary sales pros, and how their strategies still apply today."

"This paper addresses the challenges in developing design ideas of learning environment for primary school children that could promote creativity. In particular it illustrates how the boxes as simple three dimensional objects could be constructed into a system that offers various possibilities of utilization for learning activities. The possible arrangements of boxes and the possible utilization of their surfaces were investigated through a series of creative workshop with children, in which they explored different ways of constructing the arrangement of boxes and using them for their activities. The possibilities offered by the arrangement of boxes and their surfaces indicate the importance of understanding the presence of objects in space not as an independent entity but as a part of the whole spatial system. It suggests that learning environment essentially needs to be designed as an integrated system of learning spaces and objects that together could promote creative learning."

"Controversial and exhaustively researched, gender expert Warren Farrell's latest book Why Men Earn More takes as its stunning argument the idea that bias-based unequal pay for women is largely a myth, and that women are most often paid less than men not because they are discriminated against, but because they have made lifestyle choices that affect their ability to earn.Why Men Earn More argues that while discrimination sometimes plays a part, both men and women unconsciously make trade-offs that affect how much they earn."