Ocean State Libraries

Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book...

In the Information Age, the personal computer is becoming as pervasive as the telephone and television. It accesses vast stores of constantly changing information and the ability to navigate it and the Internet has become a professional necessity for a majority of white and blue collar jobs. And the key to opening that doorway is computer-based learning "e-learning. " Using computers for education and training, an industry that barely existed a decade...

"The talent professionals one-stop reference for best practices and tips Human Resources Kit For Dummies is the guide talent pros turn to for improving their leadership across the businesses they serve. The world of HR is full of unforeseen challenges, and this For Dummies reference will help you to handle them with grace and professionalism. This book provides tips and tricks for creating an engaging employee experience from the get-go, prioritizing...

The foundational and go-to book for anyone who does training in the talent development field. A must have for trainers... Telling Ain't Training is an essential book for all learning and development professionals. When the first edition of Telling Ain't Training was published in 2002, its practical, learner-focused approach quickly became a favorite with learning and development professionals, as well as schoolteachers, parents, professors, and anyone...

"[This book] offers readers a fascinating glimpse into a near-future where careers last 100 years, and education lasts a lifetime. The book makes the case that learners of the future are going to repeatedly seek out educational opportunities throughout the course of their working lives -- which will no longer have a beginning, middle, and end. Long Life Learning focuses on the disruptive and burgeoning innovations that are laying the foundation for...

"Todd Anderson manages a customer service call center in Seattle. Then he gets the bad news from his boss: his job has been outsourced. Adding insult to injury, he must travel to India to train his own replacement. He expects the worst experience of his life, and it certainly begins that way. The chaos of Mumbai assaults his senses, and his new office there is paralyzed by cultural misunderstandings. But as he gets to know his co-workers, Todd finds...

In this time of downsizing, layoffs, buyouts and mergers, managers are faced with the unique challenges of boosting employee morale, mentoring and team-building and being more than just a boss and more like a coach to employees.