Fully updated to keep up with advances across the industry, this popular work now includes greater emphasis on the Internet. It explores the use and abuse of the web, examining practices such as too frequent notices or pop-up ads that can turn off potential customers. Another new chapter addresses other changes and trends such as the impact of companies purchased by investment firms, the real costs of outsourcing, and the current state of customer service. Other new topics in this edition include preparing for and participating in an interview, tools of the trade such as cell phones and computer programs, reliability of data, security, and selling via the Internet.