Analytical Skills 
Improve business decisions by learning how to gather, interpret and present data.

Develop specialized skills and strategies to help you assess patterns, identify relevant questions, gain data-driven insights and effectively share analytical information with others.

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Leadership and Management

Project and Process Management

How to Be Addict-able to Your Customers

Six ways to become indispensable to your customers.

How to Create Happy Employees and Customers: Eliminate Indifference

Ed Horrell outlines the “rules of engagement” for companies who want to achieve customer service excellence.

How to Manage Your Business's Greatest Asset: Your Customers

How to make sure everyone in the organization is focused on satisfying customer needs.

How to Say No to a Customer

The best way to say no to a customer is to learn how to say it without using the word "no."

Improving Customer Experience Can Help Beat Your Competition, Drive Loyalty and Boost Profits

Learn how customer service can build customer loyalty and improve competitive position.

Inspiring Customers: Lessons from Nonprofit Organizations

Many of today’s most powerful brands have converted from old-line commercialism to do-good capitalism, adopting tag lines that talk about inspiration, passion, and a desire to make the world a better place. In short, big business is taking a tip from the nonprofit world, where building a meaningful

Is Your Company Sitting on a Bull's-Eye?

Rampant price-based competition can erode your company’s profit margins and lower the quality of your products and services. Fortunately, there are ways to rise above the pricing battle, transforming the bull's-eye on your back into a shining spotlight. Strategies for overcoming price-based sales co

Keep Your Foot Out of Your Mouth: Sure-fire Strategies to Handle Customer Communication Problems

Poor communication can both cause and exacerbate customer problems. Learn how to defuse disagreements before they escalate, with these strategies from conflict management expert Dr. Andrew Edelman....

Keeping Your Cool When the Customer Gets Hot

How to deal with a customer who is upset and unhappy with your company’s product or service.

Keeping Your Cool: Dealing with Difficult People

Advice for working with difficult people