Saturday, February 28, 2009

Can't get enough of me?

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 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 An archived version of my What to Say to a Porcupine webcast for Parature Software is now online.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, 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 Here as well, registration is required but well worth it: and its sister site 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 - 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:

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