The Winner's Attitude: Using the Switch Method to Change How You Deal with Difficult People and Get the Best Out of Any Situation at Work Using the Switch Method to Change How You Deal with Difficult People and Get the Best Out of Any S

by Gee, Jeff; Gee, Val

• ISBN13: 9780071467643
• ISBN10: 0071467645
• Edition: 1st
• Format: Paperback
• Copyright: 2006-02-22
• Publisher: McGraw-Hill Education

Summary

The authors' Switchtrade; Curriculum has been revered as "absolutely amazing" and "one of the best" by such companies as Underwriters Laboratories, Computer Associates, and Pepsi. Their Switch Technique workshops are extremely popular The authors' clients include Abbott Labs, United Airlines, and Motorola (which credits the method taught in this book with a 17 percent increase in its customer retention rate)

Author Biography

Jeff Gee and Val Gee are the founders of The McNeil & Johnson Learning Company, a million-dollar training company that reaches more than 60,000 customer service personnel a year through workshops and keynotes at top corporations around the world.

Table of Contents

Introduction	v
Chapter 1 The Brain Switch	1	(56)
Chapter 2 Overcome Your Anger	57	(22)
Chapter 3 Understanding How Amazing You Are and the Power You Have	79	(14)
Chapter 4 From Average to Outstanding Customer Service	93	(22)
Chapter 5 Handling the Workload	115	(6)
Chapter 6 E-mail Is Information, Not Communication	121	(8)
Chapter 7 Become the Observer, Not the Absorber	129	(10)
Chapter 8 Make Stress Work for You in Your Life	139	(12)
Chapter 9 How to Communicate Using All Your Senses	151	(18)
Chapter 10 Accept Yourself	169	(6)
Chapter 11 Everything Starts with You	175	(14)
Chapter 12 Manifest the Amazing You for Yourself and Your Customer	189	(22)
Index	211