Product Description: An anthology of case studies of eight different schools and school systems that have implemented successful Data Teams. A Data Team is a group of teachers who collects and charts data from assessments of students, analyzes both strengths of and obstacles facing a student, establishes goals, selects instructional strategies and determines result indicators for individual students...read more

Outlines the skills and techniques of providing superior customer service.

Product Description: This reader-friendly series is must read for all levels of managers All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations...read more (view table of contents, read Amazon.com's description)

Product Description: The sixth book in the "Knock Your Socks Off Service" series tells tales (101 of them) of memorable customer service, customer service heroes, and service providers who have gone "Above and Beyond" for their customers. This delightful book shares shining examples of the "Daily Delights," the "Great Saves," and the "Random Acts of Service Kindness" that make customers remember -- and that bring them back to an organization again and again...read more (view table of contents, read Amazon.com's description)

Product Description: This humorous sequel to "Delivering Knock Your Socks Off Service" shows customer service providers how to deliver superior service under fire and field tough customer questions with ease. By dissecting actual customer service questions and challenges, the book enables service providers to deliver excellent service in any difficult customer situation...read more (view table of contents, read Amazon.com's description)

Describes the basics of managing like a coach, and presents ideas for coaching in particular situations, including training and motivating new employees

Provides the fundamentals and concepts of good telephone service, and discusses how to handle irate customers, take meaningful messages, and screen calls (view table of contents)