Here are some new resources on communicating with customers and each other from yours truly - all of which are high-content, and some of which are free!
Porcupine now available as an e-book. My #1 customer service bestseller What to Say to a Porcupine is now available as an e-book from ebooks.com. Click here to order.
Free webcast on prickly customers. An archived version of my What to Say to a Porcupine webcast for Parature Software is now online. Registration is required, but it's worth it - this is as close as you'll come to a free workshop on dealing with prickly customers, and the live versions of this event drew nearly 2,000 registered attendees! Go to http://www.parature.com/res_webinars.aspx, click on my smiling face, and sign up to listen.
Free coaching white paper. Best Practices for Coaching Your Support Team to Handle Anything is a new, complimentary white paper I developed for Supportindustry.com. Here as well, registration is required but well worth it: Supportindustry.com and its sister site RecognizeServiceExcellence.com are, in my view, the best portals of free information on customer support out there. Click here to get your free copy.
Pre-order my new book. My new book How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work is now available for pre-order at Amazon.com - click here to order. Coming soon in late May from AMACOM Books.
How to Tell Anyone Anything: the audiocourse. Finally, can't wait to read How to Tell Anyone Anything? The highlights of its companion training program - currently my most popular workshop - is now available as a CEU audiocourse, including an online workbook and test questions, from Briefings Publishing Group. Here's the link: http://www.briefings.com/audio640.asp.