Client relationship management (CRM) results in great service to the client, but it is so much more than service with a smile. Recognizing that CRM needs to be embedded throughout all levels of an organization, Bill Howatt and Tyler Hayden, an international expert in developing teams and customer service, created an easy-to-use and relevant model (the H&H CRM Model). This model focuses on the two pillars of CRM: relationship building and client service. Neither can independently ensure client satisfaction. Together, they offer a sustainable means of providing CRM excellence. After reading this book you will understand the roles of clients, companies, and caretakers in relationship building ABCs (attitudes, behaviours, and consequences) of client service.

Talop Client Relationship Management

Business & Money

Howatt, William A.

Hayden, Tyler

Robinson, Constance

Marketing & Sales

Way with Words

Are you in love, or want to be? This Relationship Survival Guide is dedicated to building relationships so that couples will be able to enjoy their time together. Dr. Bill provides a guide for couples to evaluate their relationship; examine their values; address conflict and change; and deal with many factors that can challenge any partnership. WILLIAM A. HOWATT, Ph.D., Ed.D. As a husband, father, and experienced counselor of personal relationships, Bill Howatt knows that for any relationship to survive and grow it must have a strong foundation of love and understanding. He credits his parents, who have been married for more than 45 years, with providing his role model for the life he shares with his wife Sherrie and their children, Emily, Thomas, and Patrick.

Relationship Survival Guide

Computers & Technology

Programming Languages

On Your Side

William A. Howatt

To become effective at addiction counselling, the addiction counsellor must make a commitment to learning and develop a set of core skills that will collectively define their individual counseling toolbox. The Addiction Counsellor's Toolbox provides both addiction counsellors in training and seasoned professionals with core skills needed to work with persons with addictive disorders. These skills include communication, counselling, crisis intervention, problem solving, assessment, and treatment planning skills, as well as counselling theories and techniques and addiction recovery tools. Addiction counsellors need to develop a robust toolbox of skills so they have the flexibility to adapt and effectively match clients' needs. In The Addiction Counselor's Toolbox, Dr. Howatt provides a timely, user-friendly, and current set of skills and tools to fill such a toolbox. Dr. Howatt has more than 18 years' experience as an addiction counsellor. He is an internationally certified alcohol and drug addictions specialist, gambling addictions specialist, registered professional counsellor, and registered social worker who has also completed post-doctoral work in addiction studies at UCLA School of Medicine. He is a faculty member of Nova Scotia Community College, where he teaches in the addiction counsellor program for the School of Health and Human Services. He is author of numerous books, including The Addiction Counselor's Desk Reference, and is coeditor of the Wiley Series on Treating Addictions.

The Addiction Counsellor's Toolbox

Health, Fitness & Dieting

Addiction & Recovery

<p>Why are some people happier than others? Through Sam, representing the average North American worker, we explore how one's life choices impact their happiness, and delve into the underlying reasons why. The average person's life is often filled with challenges, and with those come stress. How one deals with this stress has a profound impact on their happiness. Mental illness is having a negative impact on people's overall quality of life, including employees, families, employers, and on community safety. Many are asking, "Why does it appear as if more of my peers are experiencing negative mental health issues? Why is there no remedy offered? The Coping Crisis takes a journey through the eyes of Sam to explore mental health, stress, and the role of coping skills and how the lack of those skills impacts one's health. Sam's experiences help demonstrate how gaps in coping skills directly impact happiness, and show how one can improve their coping skills to improve their happiness and health.</p>

The Coping Crisis

Mental Health

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