Who doesn't get hardcore, tough customers? They are a part of life and their numbers are increasing. Depending on your job you may call them 'customers' , 'patients', 'parents', 'students', 'clients', 'debtors', 'guests', or whatever. This short book gives you models and countless tips on handling (and surviving) them. The book's goal is to help you calm hardcore customers, keep their business, while reducing your stress. The author is a customer service expert and service trainer who shares his on-the-job models and experiences that his participants find most useful. He's an American who has lived and worked in 40 other countries. Since 1995 he's been living in Malaysia. His unique perspective-- both East and West-- will give you new ideas to handle tough customers. The book covers multiple types of hardcore customers like: The 'Never-Satisfieds', The 'Don't Cares', 'Abusives', 'Bullies', 'Know-It-Alls', 'Chatterboxes', 'Sarcastics', VIPs, and others. The book provides many practical, easy service recovery models to keep you focused when 'verbal bullets' are flying around. We look at hardcore customers as generally being 'good' because without them, we wouldn't have a job. Conflict (the non-violent type) is generally 'good' because if we can survive conflict, we usually become closer to that person. Many of our best friends, family members, even customers are close to us because we have overcome conflict and problems--- together. That said, the author shares those rare occasions where he and his colleagues have received death threats and what to do. The book is written for people who handle tough people as part of their job. It can be over-the-phone, in-person, via email, and via chat. The author knows the stress you go through and the requirements you need to do your job well. This book is geared for you to mark up and keep.

Covid has made leaders’ and supervisors’ jobs even tougher. Good Boss, Better Boss is a new book that gives practical advice and models on how to manage teams and hit targets in today’s post-Covid work environment. The book’s practical models focus on communicating goals and instructions, especially to remote staff; coaching both office and remote staff; building a motivational work environment for remote and office staff; handling performance and people problems; and getting yourself promoted. Other models include decision-making, handling conflict, and managing remote team members. New supervisors and business owners will find it especially useful as without good people management skills, many fail. Experienced business people will gain from Coyle’s business experience, models, stories, and examples. The book’s purpose is to improve the world “one better boss after another.” Steven Coyle is an American PR living in Malaysia since 1995. He shares techniques and experiences gained in the West and East to successfully manage teams. His background is in the banking, telecommunications, and corporate training industries. Initially sent to Malaysia to launch a local wireless service provider, he is now a corporate trainer, writer, and consultant. His practical models will give you the tools to overcome your managerial, supervisory, and leadership challenges.

The first edition has been a big hit with serious Visual Basic programmers. In this second edition, they'll find more help for expanding what Visual Basic can do.

A book for business people who want to reduce bad debts while maintaining customers’ goodwill. The book shows how you can put in place processes and systems to better manage your accounts receivables and reduce bad debts. The author believes that debtors won’t pay because you want them to pay; they pay because they want to pay and it’s the debt collector’s job to advise them ‘why’ they need to pay. The book tackles poor paymasters, how to lead a collection team, and new technologies for managing receivables. The book’s sections are geared for both managerial and non-managerial staff such as collectors. The techniques and models used are easy and practical to collect you more money. The author is an American living in Malaysia since 1995. He was a collection manager at Maxis Mobile and other companies in the U.S. He shares his experience and tips in order for you to collect more money, reduce bad debts, and keep more customers. His website: www.servicewinners.com

“Patience is one of the most important virtues in the sales profession.” This book is an acknowledgement to the countless sales professionals who endure hardships and challenges to emerge victorious. It is a true account of the author who accidentally entered the profession, struggled, endured, and enjoyed the roller coaster ride. The book is a humble effort to guide all those who aspire to take up the sales profession and those who are already in it, to master the same. Throughout, one will find numerous incidents, interactions, and takeaways from the author’s 27 long years in a sales career. This book especially highlights the perspectives and nuances of sales as a profession in the Middle East.

Business Innovation and the Law analyses the topical issue of protecting and promoting business research and development. It does so by examining business innovation through the lens of different legal disciplines Ð intellectual property, labour and employment laws, competition and corporate laws. Evaluating the impact of each of these areas using discipline-specific and industry perspectives, the book also explores questions about whether a more harmonized approach is necessary to provide appropriate protection. Approaches of the common law and civil jurisdictions, particularly the European Union, inform and provide guidance to the analysis of emerging issues in this field. This book provides insights into various approaches taken by both common law and civil law jurisdictions regarding the increasingly blurred line of ownership rights in innovative industries. It traverses various disciplines of law as well as jurisdictions. Using interdisciplinary perspectives to business innovation and inter-jurisdictional comparisons and analysis, this book will appeal to university administrators responsible for intellectual property policy, managers of technology transfer offices in universities, intellectual property lawyers, labour and employment lawyers and competition lawyers.

This volume explores the contents, forms, and actors that characterize current opposition to the corporate neoliberal agri-food regime. Designed to generate a coherent, informed and updated analysis of resistance in agri-food, empirical and theoretical contributions analyze the relationship between expressions of the neoliberal corporate system and various projects of opposition. Contributions included in the volume probe established forms and rationales of resistance including civic agriculture, consumer- and community-based initiatives, labor, cooperative and gender-based protest, struggles in opposition to land grabbing and mobilization of environmental science and ecological resistance. The core contribution of the volume is to theorize and to empirically assess the limits and contradictions that characterize these forms of resistance. In particular, the hegemonic role of the neoliberal ideology and the ways in which it has ‘captured’ processes of resistance are illustrated. Through the exploration of the tension between legitimate calls for emancipation and the dominant power of Neoliberalism, the book contributes to the ongoing debate on the strengths and limits of Neoliberalism in agri-food. It also engages critically with the outputs and potential outcomes of established and emerging resistance movements, practices, and concepts.

Zusammenfassung: This book presents case studies of local, regional, and international businesses to show that marketing is an environment-sensitive activity, requiring an environment-specific treatment. The business eco-system of Bangladesh is considerably different from those of developed and developing countries due to a range of factors including the unmatched patterns in logistics, infrastructure, enforcement of laws and regulations, cultural differences, and competitiveness. Insightful differences in business practices between the economies of Bangladesh and the West and/or other developing countries are unfolded in this book. The nuances of the contextual operational realities around different aspects of the business including marketing environment and management, consumer behavior, supply chain management, brand management, customer relationship management, services marketing, digital marketing, integrated marketing communications, and marketing ethics are presented in this book. The business knowledge shared by the unique breadth and depth of cases is sure to make this book an effective resource for academia and industry. Professor Muhammad Ismail Hossain, Dean of Academic Affairs, Monash and LSE Program at Universal College Bangladesh and Professor, Department of Marketing, University of Dhaka. He received his Ph.D. in consumer behavior from Monash University, Australia. His research interests lie in the fields of tourism, consumer behavior, and supply chain management. As a consultant, he worked for government projects, not-for-profits, and for-profit local and international organizations. Professor Nasrin Akter, Department of Marketing, Faculty of Business Studies, University of Dhaka, Bangladesh. She received her Ph.D. in supply chain management from RMIT University, Australia. As a consultant, she has collaborated with Friedrich-Ebert-Stiftung (FES), Germany, International Centre for Development and Decent Work (ICDD), University of Kassel, Germany. Abureza M Muzareba serves as a Professor in the Department of Marketing at the University of Dhaka, Bangladesh. He earned his PhD from the University of Sheffield, England. He has research experience with USAID; IFPRI; the University of Sheffield; the UK Cabinet Office; Barnsley City Council, England; SME Foundation Bangladesh; and Care Bangladesh