[White Paper] What to Say to a Porcupine: Strategies for Dealing with Difficult Customers

Description:

Discover how to change the way people react to you in your most difficult customer support situations.

As a customer service and support professional, it is imperative that in today's challenging service environment you learn how to deal with difficult customers; to deliver on your goal of making them happy and increasing retention. Explore some of the latest techniques in communications skills and behavioral psychology to break down the mechanics of difficult customer transactions, learning the skills that will help both you and your customers feel at ease in any situation.

Posted on:27 Jan 2009
Published on: 27 Jan 2009
Source: Parature
Format: Adobe Acrobat (.pdf)
Length: 10 page(s)
Type:White Paper
Language: English
Copyright:Parature
Author: Parature
Price: FREE
Right click here to download

Technorati : CRM, Customer Support, Help Desk, On-Demand Customer Service, customer service, making
Del.icio.us : CRM, Customer Support, Help Desk, On-Demand Customer Service, customer service, making

Free WordPress Theme - Comfy WordPress News Theme

Free WordPress Theme - Comfy WordPress News Theme

Author: deluxethemes
Added on: February-9-2009
Description:
Comfy is a our brand new CMS theme which presents some unique features. It features a fully controllable home page, It uses jQuery to add fancy features to your blog.
This theme comes with editable widgets, ability to change default stylesheet, clean code, sliced template files, advertisement spots, ajax tabs, gravatars support, and much more.
Columns: 2
License: Creative Commons Attribution 3.0 Share-a-like
Preview│Download

Technorati : Free WordPress Theme
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WordPress 2.7.1 release

wordpress 2.7.1 release

wordpress 2.7.1 download

Technorati : 2.7.1, wordpress
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Free Photo│2009/02/10│Lonely Pier towards Tahaa Island│

Free photo - Lonely Pier towards Tahaa Island.

50 Useful JavaScript Tools

推薦 50 項超有用的JavaScript開發工具(50 Useful JavaScript Tools)。

source: smashingmagazine.com
date:February 10, 2009

Technorati : javascript
Del.icio.us : javascript

[White Paper] Why Open Source BI and Data Warehousing

Claudia Imhoff, Ph.D. Examines Why Open Source BI and Data WarehousingSolutions Are Gaining in Acceptance.

Description:
In the beginning, open source solutions were the shiny play things of the techno crowd. They were fun, new, and most importantly, free. No one would have BI,Business Intelligence,Data Warehouses,IT Departments,Open Source,Systems Managementconsidered using them in any real world corporate IT shops.

But times have changed. Today, open source solutions are not only being considered, they are being implemented by large and small enterprises -- at rates that are mind-boggling. This paper examines the challenges faced by organizations today regarding their BI/data warehousing environments, why traditional solutions fall short, and the rise of upstart open source companies.

*Photo by "stock.xchng"

Posted on:19 Jan 2009
Published on: 19 Jan 2009
Source: Infobright, Inc.
Format: Adobe Acrobat (.pdf)
Length: 10 page(s)
Language: English
Type: White Paper
Copyright: Infobright, Inc.
Right click here to download

Technorati : BI, Business Intelligence, Data Warehouses, IT Departments, Open Source, Systems Management
Del.icio.us : BI, Business Intelligence, Data Warehouses, IT Departments, Open Source, Systems Management

[White Paper] IT Service Management: It's About Managing Change

Description:

Implementing ITSM is as much an educational and change management task as a technology task; to ensure its success, IT executives must obtain executive and broad organizational support, engage IT staff responsible for both managing and executing ITSM processes, and overcome resistance to change.

It's also critical that the organization addresses its competencies, rather than merely skills, and ensure that the changes it implements are internalized.

This white paper describes critical steps IT executives must take to prepare for change and manage an ITSM implementation to maximize its value and ensure that it achieves the full transformational effect it is capable of delivering.

*Photo by "stock.xchng"

Posted on:01 Dec 2008
Published on: 26 Nov 2008
Source: Hewlett-Packard Company
Format: Adobe Acrobat (.pdf)
Length: 8 page(s)
Language: English
Type: White Paper
Copyright: Hewlett-Packard Company
Right click here to download

Technorati : Change Management, IT Infrastructure, IT Service Management, IT Systems, ITIL, ROI
Del.icio.us : Change Management, IT Infrastructure, IT Service Management, IT Systems, ITIL, ROI

Free Image│2009/02/02│Flower Fashion Beauty│

Free Image - 2008/02/02 - Flower Fashion Beauty