The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible tips and tricks to help readers discover how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills.Issues with customers can send even the most seasoned service professionals into red alert. But you don’t need to be a crisis counselor to effectively communicate your way out of a difficult spot. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.

    Award-winning baseball historian Glenn Stout reveals brand-new information about Babe and the unique political situation surrounding his sale, including:-Prohibition and the lifting of Blue Laws in New York affected Yankees owner and beer baron Jacob Ruppert-Previously unexplored documents reveal that the mortgage of Fenway Park did not factor into the Ruth sale- Ruth's disruptive influence on the Red Sox in 1918 and 1919, including sabermetrics showing his negative impact on the team as he went from pitcher to outfielder.Winner of the 2017 Larry Ritter Award by the Society for American Baseball Research as best book of the Deadball EraThe Selling of the Babe is the first book to focus on the ramifications of the sale and captures the central moment of Ruth's evolution from player to icon, and will appeal to fans of The Kid and Pinstripe Empire. Babe's sale to New York and the subsequent selling of Ruth to America led baseball from the Deadball Era and sparked a new era in the game, one revolved around the long ball and one man, The Babe.

    The Liverpool fans had grown used to French manager Gerard Houllier but he had been a fan of the club himself since his days as a teacher on Merseyside. A Spaniard with admittedly a wonderful record at Valencia was going to take over management of Liverpool's famous Boot Room and try and win over a disillusioned Kop. But in one season, Benitez's importation of Spanish players, coaching methods and diet has led to a revolution, even usurping Jose Mourinho's Chelsea, whereby the team has ended the season winning the ultimate trophy for any European club - the European Champions League. No fan will ever forget the comeback from a 3-0 deficit to a 3-3 scoreline, then dramatic success in the penalty shoot-out.This is the story of Rafa's remarkable success.

    How did a team with such hard-edged history reach crisis point under Smith, and what happened on their tour of South Africa to cause such a failure of culture on the world stage?This is a full and frank narrative of Smith’s captaincy, David Warner's influence, the dramas that beset Australian cricket, and a blow-by-blow account from Ashes high to Cape Town low, from someone who was there for every ball and every statement. Geoff Lemon writes a dramatic story that exposes how the actions of a few young men shook the very foundations of the Australian cricket establishment, and where the future might lead.

    The white slave trade was rampant, and along with all the vice crimes, murders became a weekly occurrence. Law enforcement seemed to turn a blind eye, and cries of political corruption were heard in the state capital. This scenario replayed itself over and over again during the past century as mobsters and madams ruled and murders plagued the city and county at an alarming rate.

    Parker has talked tomany of those closely invloved in the scene and has uncovered many previously undisclosed - and often outrageous facts about Rollins' life.

    Now in her ninety-fourth year, this timely celebration sheds new light on the myriad attributes and personal qualities she brings to the nation. From fortitude in the face of adversity to standing as the nation's ambassador all over the world, no one could doubt the work ethic that powers this remarkable woman, even into her nineties. Equally, her love of family - from her rock of over sixty years' marriage, Prince Philip, to her great grandchildren - shines through. But what are the secrets of her success? How does she still approach her day-to-day with such vitality and aplomb, even when culture and society are changing rapidly all around her?The Queen on fame: When an MP commented that it must be a strain meeting so many strangers all the time, the Queen smiled, 'It is not as difficult as it might seem. You see, I don't have to introduce myself. They all seem to know who I am.'The Queen on fashion: In the late sixties when Mary Quant and the mini skirt came to epitomize all that was fashionable, Princess Anne suggested her mother might also consider shortening her hemline. The Queen was adamant, 'I am not a film star.' The Queen on family: As Great Britain's most famous great grandmother, it is no surprise that the Queen values family life. 'Marriage gains from the web of family relationships between parents and children, grandparents and grandchildren, cousins, aunts and uncles.'In this book Karen Dolby unpicks the key elements that make the Queen so special to - and so loved by - the nation and presents a guide to how you too could put into practice some of Her Majesty's traits to help overcome adversity, find inner strength and present yourself as wonderfully considered and calm, even when all about you seems in chaos.

    He spoke to his pregnant wife on the telephone before he began his evacuation after the South Tower fell. Sensing something ominous, Pasquale crouched down and huddled into a corner of the stairwell as the 110-story tower came crashing down around him. He survived the tower collapse and woke up in the open air hours later on The Pile, a stack of debris seven stories high. The firemen who rescued Pasquale shared his remarkable story of survival with the media, as did others who cared for him that day. His story became a myth, an urban legend, and an enigma that gave rise to much speculation. Here he tells his story in captivating detail of falling and "surfing' the collapse of the North Tower.Visit www.911surfer.com for more details.

    On a mission to build a peaceful, pot-friendly Shangri-La, Tom Crosslin and his lover Rollie Rohm founded Rainbow Farm, a well-appointed campground and concert venue tucked away in rural Southwest Michigan. The farm quickly became the center of marijuana and environmental activism in Michigan, drawing thousands of blue-collar libertarians and hippie liberals, evangelicals and militiamen to its annual hemp festivals. People came from all over the country to support Tom and Rollie's libertarian brand of patriotism: They loved America but didn't like the War on Drugs.As Rainbow Farm launched a popular statewide ballot initiative to change marijuana laws, local authorities, who had scarcely tolerated Rainbow Farm in the past, began an all-out campaign to shut the place down. Finally, in May 2001, Tom and Rollie were arrested for growing marijuana. Rollie's 11-year-old son, who grew up on Rainbow Farm, was placed in foster care - Tom would never see him again. Faced with mandatory jail terms and the loss of the farm, Tom and Rollie never showed up for their August court date. Instead, the state's two best-known pot advocates burned Rainbow Farm to the ground in protest. County officials called the FBI, and within five days Tom and Rollie were dead. Obscured by the attacks of September 11, their stories will be told here for the first time.

    Decades later, in the mid 1970's, they would meet again. By then, Connolly was a major figure in the FBI's Boston office and Whitey had become godfather of the Irish Mob. What happened next -- a dirty deal to being down the Italian mob in exchange for protection for Bulger -- would spiral out of control, leading to murders, drug dealing, racketeering indictments, and, ultimately, the biggest informant scandal in the history of the FBI.Compellingly told by two Boston Globe reporters who were on the case from the beginning, Black Mass is at once a riveting crime story, a cautionary tale about the abuse of power, and a penetrating look at Boston and its Irish population.

    He could run, throw, field and he had a sweet swing. But during his twelve years in the major leagues, Pepi devoted most of his energy to swinging off the field. He blew his career, he destroyed two marriages, he lost three children and he came very close to a nervous breakdown. At age 33 he gave up a $70,000 contract in Japan and quit baseball for good. He finally admitted that most of his life he had been living a lie, acting the carefree clown to cover up his inner pain. It was time to close the act. In Joe, You Coulda Made Us Proud, Pepitone attempts to show what was behind his berserk behavior. He does so in the most devastatingly honest terms, holding back none of the embarrassment, the anguish, the guilt he kept accumulating. He tells of the father he loved so much, "Willie Pep" Pepitone, the toughest man in a tough Brooklyn neighborhood. Obsessed with making his son a baseball star, Willie constantly beat hell out of Joe. One night, enraged at his father, Joe said,"Mom- I wish he'd die!" The next day Willie died. He tells how he demolished two marriages by trying to ball American, of how he was haunted by the words of his first child - "Daddy, don't leave me" - and of the nights when the guilt left him impotent. Despite the travail, though, there is much humor in Joe's story. Such as the time he was staying at Frank Sinatra's home, and Joe has a $350 pool shot line up. Just as he shot, Sinatra knocked the ball away. "All right, Frank... I won the money." Sinatra, grinning, said, "Joe, this is my game, this is my table - and we are playing my rules." Usually Joe Pepitone played only by his rules, and those rules maimed him. Yet his regrets are not for what he did to himself... "You do what you have to do, and you pay the price - but you pay it double when you see how it has hurt others you love." - from book's dustjacket

    With exclusive access to the RCA vaults, producer Ernst Jorgensen brings to intimate life every moment that Elvis spent in the studio--from the spontaneous joy of his early sessions to the intensely creative periods of his later career. At once the definitive recording session guide and a compellingly readable narrative, this is the ultimate companion to the singer and his songs.

    From Harvey Girls to homesteaders, ranchers to rodeo champions, and miners to merchants, to name a few. An enjoyable, inspiring quick read including humorous short stories written by the author’s father, Verner G. Benson about early days in Arizona. Settings include Flagstaff, Williams, Oak Creek Canyon, Jerome, Sedona, Roosevelt Dam, Cottonwood, Tonalea (Navajo Reservation), Valle, Kirkland Junction and Grand Canyon.

    Levin, #1 New York Times bestselling author of George Washington: The Crossing, presents a beautifully designed chronicle—complete with maps, portraits, and other Civil War illustrations—detailing President Abraham Lincoln’s historic Second Inaugural Address.As humble and faithful as the president who delivered it, Lincoln’s landmark Second Inaugural Address still resonates today. The speech was an attempt to unite a fractured people in a time when our nation was at its most divided, nearing the end of the Civil War. As you navigate this beautiful book, you’ll start to understand the significance and poetic power of this speech while you come closer to the man behind it.As an added bonus, Jack Levin’s son, #1 New York Times bestselling author Mark Levin, has written an illuminating preface about the importance of Lincoln’s speech and its lasting impact on history. Filled with historic paintings and illustrations from the period, this book is a dramatic rendering of a momentous American occasion.

    The Show Won't Go On covers almost every genre of entertainment, and is full of unearthed anecdotes, exclusive interviews, colorful characters, and ironic twists. With dozens of heart-stopping stories, it's the perfect book to dip into on any page.