Work911 Ezine - New Book Released, If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient and Cool As A Cucumber, PLUS Some Special Offers

March 1, 2011: New Book Released, If It Wasn't For The Customers I'd
Really Like This Job: Stop Angry, Hostile Customers COLD While
Remaining Professional, Stress Free, Efficient and Cool As A Cucumber,
PLUS Some Special Offers

Time to get busy with our newsletter, and as we mentioned in the past,
our intent is to produce more frequent, but smaller ezines for you.
Ok. We've been busy on the book front, so that's a major reason you
haven't heard from us in a few.

I'm proud to announce the availability of our new customer service
book, If It Wasn't For The Customers I'd Really Like This Job: Stop
Angry, Hostile Customers COLD While Remaining Professional, Stress
Free, Efficient and Cools As a Cucumber, which has to be one of the
longest book titles around. It's a modified version of our previous
book Defusing Hostile Customers Workbook For Public Sector, but with
the following features:

Contains basically the same defusing and communication skills related
to difficult customers.<p>
Uses examples from business, rather than government
Contains handy "key point" boxes on most pages for easy review and
skimming
Is a little shorter than the workbook for government, but weighs in at
about 188 pages (8.5 x11 inch). For you writers and OCD folks out
there it's about 65,000 words
It's significantly cheaper, coming in at a suggested retail price of
$16.99
It's available in multiple formats, including print, adobe acrobat,
Kindle, Ipad/Ipod and other smartphone formats, and it will eventually
be available through Itunes and the Kindle stores

We'll be featuring this book a fair amount over the coming months,
since we are pleased that we've been able to bring down the cost so
that anybody who deals with customers, whether internal to the company
or external, can afford to purchase this book and be reap the benefits
from lowering stress levels, increasing work safety, saving time, and
feeling in control of difficult customer situations. For now, here's
where to get more information.

First, it's available through Amazon's publishing company,
CreateSpace, at https://www.createspace.com/3446368 . On that page
you'll find some additional information. It should be available in
Amazon's main catalog sometime this month (March, 2011).

Second, the electronic, downloadable versions are available at:
http://www.smashwords.com/books/view/43423?ref=rbacal and can be
purchased there.

If you want FREE SAMPLES, we have made available a significant part of
the book on that same site. You can view them or download to get an
excellent idea of what's inside, and whether the book will be of value
to you. Again, for FREE PREVIEWS, http://www.smashwords.com/books/view/43423?ref=rbacal

Official release date was Feb. 28th, 2011, so we'd appreciate it if
you could let your friends and networks know about the book,
particularly the free chapters available.

<b>Neat, Useful Offers of the Day</B

So, do we have free stuff for learning, or what? Well, yes. Or rather
some of our partners have some good publications, depending on your
interests.

On the Web/Business Side

"10 Essentials for Building a Solid Website"

A prominent web presence is a must to have these days. So why are
there so many poorly designed, poorly implemented pages out there? Why
are 95% of people losing money on the net? Find out the essentials for
building a solid site and convert traffic into sales with this free
white paper.

It seems everyone wants a web presence these days. Internet revenues
seem to be growing at an exponential rate. Find out how you can
maximize your internet revenues with a professional website and
convert traffic into sales by downloading this white paper today.

http://work911.tradepub.com/free/w_amec01/

Web 2.0: Engaging Customer Passion"

By selecting the right tools for your company's particular product,
brand or campaign, your organization can fulfill the desire and
expectations that customers now have for interaction.

This white paper examines the ways in which organizations can tap into
Web 2.0 interaction as part of the marketing strategy and tactics to
create customer engagement by matching visitors' passion and to figure
out the "best fit" for the new opportunities that present themselves.
In doing so, you can address online visitors in each phase of their
buying cycle including awareness, interest, desire, action and
satisfaction.

http://work911.tradepub.com/c/pubRD.mpl?sr=oc&_t=oc:&pc=w_sdlt02

"Angry to Evangelist – Six Steps to Flip the Switch from Angry
Customer to Loyal Fan"

As you read through these six steps, think about prior experiences
you've had with your customers. Take the time to think through those
situations and come up with ways you could have made them better. You
may be practicing some of these steps already, but that doesn't mean
you can't improve. This eBook will provide you with some examples of
what you can say/write, but please don't consider them a script. Throw
your scripts away. Your attitude, sincerity, and a well thought out
strategy are all you need.

There's nothing groundbreaking here, but that's kind of the point.
Getting back to the basics of customer service is what you need to do.
Expanding on those basics and applying them to real-world situations
is what makes them work. Take what you learn here and apply it to your
business. Remember, customer service is the new marketing; your
customers can sell for you or they can sell against you.

With this free eBook you will also receive periodic email updates,
tips, and best practices relating to customer experience, customer
service, leadership, and word-of-mouth strategies.

http://work911.tradepub.com/c/pubRD.mpl?sr=oc&_t=oc:&pc=w_deli01

Finally, for those of you who are perplexed about the whole social
media/business thing, here's something that will explain the current
thinking about using social media for business. I'd caution you,
though, that much of the current thinking is a product of hype and
hope. Read this with a critical eye, and keep asking yourself, "How do
they know that?"

Using Social Media to Connect With Your Customers Online -Free 93 Page
eBook"

Social media isn't just a list of destinations. It's a new standard of
expectations. Connect with your customers online or your competitors
will.

MarketingSavant historically published their Guide to Emerging
Marketing Technology and Social Media eBook which acted as an
invaluable eBook to guide marketers through the most practical, useful
and marketing-friendly technology tools like blogs, email, widgets and
video. This eBook takes that one step further and offers more than 90
insight-drenched pages covering the following topics:

Social Media – What is it?

Social Media Strategies & Channels for Sales and Marketing

Why you should care

What to do next

What's Possible?

http://work911.tradepub.com/c/pubRD.mpl?sr=oc&_t=oc:&pc=w_mard01 News
And Upcoming

1) We have a number of additional free offers for you, so stay tuned.
Hope to be back later this week.
2) We will be starting to introduce some nicer layouts in this
newsletter, and begin the move away from plain text. We've always had
that capability but wanted to keep everything compatable but at this
point, the standard for email includes basic formating to make things
read more easily. If there are problems, please let me know.
3) We're starting to update some of our sites to make them more
current and again, easier to use. Our first is the Customer Service
Zone, where we'll be introducing a fair amount of new content.
4) FYI, we'll be cutting back on our use of our blogs (explanations
will follow eventually), and we are virtually closing down most of our
personal involvement on social networking sites. Again, we'll explain
in future issues, particularly for those of you who run businesses and
want to decide what to do with the social media stuff.
5) Our next book is to be the 2nd Edition of Performance Management -
A Briefcase Book, which will be published by McGraw-Hill sometime
later this year (2011). After that, well....pssst. It's a bit of a
secret.
6) At this point I've shelved doing a book on social media and
business. I actually have about 200 manuscript pages of the book, but
to be honest I'm absolutely sick of the subject, and I'm absolutely
sick of talking about, hearing about and using social media sites like
Twitter, Facebook, and so on. Again, stay tuned, and I'll explain why
I've decided to cancel this project.

Domains For Sale:

We have a few domains we're interested in selling. If interested
contact me via email at ceo@work911.com . The domains are:

relationships911.org
workhelp.org
consumerprotectionzone.com

All three are long established domains with active sites on them, and
with a fair number of incoming links.

Our Sites:

Just a quick summary of our sites that have information on the
following topics:

World's Best Search Engines: http://researchprofessional.org

Training and Development Resource Center:http://thetrainingworld.com

Free Learning Stuff: http://free2thee.com

Small Business Resource Center: http://smallbusiness411.org

Small Business Blog (new material): http://smallbusiness411.org/wp/

Leadership Resource Center: http://work911.com/leadership-development/index.html

Communication Resource Center: http://www.work911.com/communication/index.htm

Conflict (both workplace and family) http://conflict911.com

Business, Strategic and Personal Planning: http://www.work911.com/planningmaster/index.html

Performance Management & Appraisal: http://performance-appraisals.org

Customer Service: http://customerservicezone.com

Our Main Site: http://www.work911.com

Multi-Purpose Articles Database: http://www.articles911.com

To new subscribers: The work911 newsletter is published no more than
once a week and contains articles on all things work related, and
contains other work related resources, and updates about our sites,
and their contents. Past history indicates we publish about every ten
days. Subscribe at http://work911.com/newsletter.htm

Don't forget that you can access free, useable previews of over twenty
of our books and helpcards at:

http://busylearners.com

and that we continue to offer special freebie offers and discounts to
our newsletter subscribers!

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