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New Book added

Whale Done
Author: Ken Blanchard et al
From The Publisher: What do your people at work and your spouse and kids at home have in common with a five-ton killer whale? This work explains that both whales and people perform better when you accentuate the positive. It shows how using the techniques of animal trainers - specifically those responsible for the killer whales of SeaWorld - can supercharge your effectiveness at work and at home. It explains the difference between "GOTcha" (catching people doing things wrong) and "Whale Done!" (catching people doing things right).
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Great discounts on over 570 leading
customer service and call centre books.

Our Top 5 Books
1. It’s Your Ship. Management techniques from the best damn ship in the Navy
Author: Captain D. Michael Abrashoff
Phil Dourado: Captain Mike Abrashoff used to ask his crew these three questions every six weeks: 1.
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2. Blink: The Power of Thinking Without Thinking
Author: Malcom Gladwell
(From Amazon): Intuition is not some magical and mysterious property that arises unbidden from the depths of our mind.
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3. The Paradox of Choice: Why More is less
Author: Barry Schwartz
Phil Dourado writes: If your product expansion strategy is based on horizontal extension - increasing the choice offered to consumers - you need to be aware of this paradox, as you do if you're a politician trying to push further choice into areas of our lives such as the health service and schools.
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4. The Starfish & The Spider, The unstoppable power of leaderless organizations
Author: Ori Brafman & Rod A. Beckstrom
Phil Dourado: This is a very timely book.
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5. The Dance of Change
Author: Senge et al
Phil Dourado: With The Fifth Discipline, Peter Senge created a worldwide movement as thousands of organizations took up the challenge of trying to create the learning organization.
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View our Top 10 books

Our Commitment To You
Books will only be allowed when we feel they add value to your efforts to become customer-centred. All books listed are run in partnership with Amazon, because we love the way they put customer service at the heart of their business. So, when you click on a 'buy' link you are dealing with the world's biggest on-line book seller.
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