As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

    

    Countless business authors and analysts have assured us that great leadership demands great character. Time and again, we’ve seen that truth play out, as once-thriving organizations falter and fail under the guidance of leaders behaving badly. Why, then, do so many executives remain skeptical about the true value of leadership character? A winning strategy and a sound business model are what really matter, they argue; character is just the icing on the cake.What’s been missing from this debate is hard evidence: data that shows not only that leadership character matters for organizational success, but how it matters; and concrete evidence that it leads to better business results. Now, in this groundbreaking book, respected leadership researcher, adviser, and author Fred Kiel offers that evidence—solid data that demonstrates the connection between character, leadership excellence, and organizational results.After seven years of rigorous research based on a landmark study of more than 100 CEOs and over 8,000 of their employees’ observations, Kiel’s findings show that leaders of strong character achieved up to five times the ROA for their organizations as did leaders of weak character.Return on Character goes on to reveal:• How leadership character is formed, how it creates value, and how that value spreads throughout the organization• How low-character leaders undermine the success of even the best business plans• How leaders at any level can develop the habits of strong character and “unlearn” the habits of poor characterThe book also provides a character-building methodology—step-by-step advice and techniques for assessing your own character habits and improving your performance and that of your organization.Return on Character provides the blueprint for building your own leadership character and creating a character-driven organization that achieves superior business results.

    It draws on Robert Weiss's thirty years of experience in interviewing and teaching others how to do it. The most effective interviews, says Weiss, rely on creating cooperation -- an open and trusting alliance between interviewer and respondent, dedicated to specific and honest accounts of both internal and external events. Against the eclectic background of his work in national sample surveys, studies based on semi-structured interviewing, and participant observation, Weiss walks the reader through the method of qualitative interview studies: sample selection, development of an interview guide, the conduct of the interview, analysis, and preparation of the data. Weiss gives examples of successful and less successful interviews and offers specific techniques and guidelines for the practitioner.

     Irritated, she tried to ignore the magnetic pull of the tall, powerfully built man, assuming he was a con artist. But the attraction was there and she couldn’t stay away. So despite the freakish Abbot fertility that had caused her family so many problems over the years, Rayne succumbed to one night of passion, sure that there would be no consequences. She was wrong! Kular bin Faris, Sheik of Glidar, was delighted with the blue eyed red-head, entranced by her saucy replies and amused when she mistook him for a common thief. He wanted more than just one night of passion with the saucy minx, but by the time he woke the following morning, the lovely Rayne was gone. He knew that she was the woman for him. But he had to find her in order to convince her of that!

    She was a Chennaiite and was working as a Chartered Accountant. Her life was like a bed of roses until the day when her marriage was arranged with a complete stranger. But who is the man? Does he even deserve Shakthi? Leading their lives separately for years together, what will happen when they are put to live under one roof? Will they try and make their marriage work? What is it that doesn't allow them? In the process of making her husband believe in love, will she lose her faith in love? To know more, read I'm All Yours

    Auditing is perhaps our single best defense in ensuring the integrity of our financial reporting system. That's why this new Eighth Edition of Boynton and Johnson's Modern Auditing focuses on decision making and the critical role auditors play in providing assurance about the integrity of the financial reporting system. Known for its clear writing and accessibility, this text provides comprehensive and integrated coverage of current developments in the environment, standards, and methodology of auditing. Features * Real-world examples relate issues discussed in the chapter to ethics, audit decision making, and the integrity of the financial reporting system. * Focus on Audit Decisions sections highlight key factors that influence an auditor's decisions. * Includes discussion of the role of the Public Company Accounting Oversight Board (PCAOB) Auditing Standards, and a chapter feature highlights PCAOB standards that differ from Generally Accepted Auditing Standards for private companies. * Expanded case material related to the integrated audit case (Mt. Hood Furniture) provides a variety of databases that allow students to utilize generalized audit software (IDEA) to accomplish various audit tasks. Multiple databases allow the case to be reused with different data from term to term. * A flowchart style chapter preview begins each chapter. * Chapter summaries reinforce important audit decisions included in the chapter. * End-of-chapter material organized by audit decisions provides a clear link between audit decisions discussed in each chapter and the problem material.

     But greedy, selfish villager Ebenezer Scrooge could care less. That is, until he is visited by strange and terrifying creatures who teach him the true meaning of Notchmas. Inspired by the beloved classic, A Christmas Carol, this book tells Minecraft fans the story of a bitter old miser villager named Ebenezer Scrooge and his transformation into a gentler, kindlier man after visitations by the spirit of his former business partner Jacob Marley and the Hostile Mobs of Notchmas Past, Present and Yet to Come. A great Christmas or birthday gift for your favorite Minecraft fan!

    Making Connections Third edition Level 3 Teacher's Manual contains teaching suggestions for each activity type as well as a complete answer key. Photocopiable unit tests contain additional thematic readings and assess how well students have learned the unit's reading skills and the unit's target vocabulary.

    

    Hywel Fletcher was born the day his father was killed in the pit, and is bitterly resented by his mother. And Huw Pettigrew is the much-loved and hard-working eldest child in a respected working family. Dot and Hywel dream of a contented future caring for their land, while Huw's dreams are more like nightmare . . . Yet when tragedy strikes it is Huw's vision which brings the three together and gives each of them, in the end, their heart's desire.

    But he came from London's East End and settled in the north, a mean, dark, secretive man who was interested only in lining his pockets at the expense of those around him - most especially his wife and daughters. Ellen, his wife, bore with him for years, until she found her children threatened. Then she was prepared to fight like a tigress to protect the four girls, give them a chance of a new and better life, a chance to escape from the evil and oppressive legacy of Billy London. There was Abigail, clever, ambitious, and with an outer shell of steel that life had taught her was necessary if she was to survive. Tishy, overwhelmingly lovely, who lived in a world all her own. Marie, brisk, capable, and nearly strong enough to defy her father on her own. And Theresa, more wounded, more vulnerable, more damaged by Billy than any of them. As the sirens of 1939 heralded the advent of war, so Billy London's girls began their own battle for new, triumphant, and fulfilling lives.

    With events that unease, shock, and violate the sentiments and emotions of the townsfolk, one man - Keshav, the young & dynamic son of the local Zamindar, cautiously gathers a group of men from different walks of life and with different motives, and carefully and strategically plans the unthinkable, a revolution-a revolution to overthrow the Britishers not just by force or might, but also through wit & intellect!What happens when a group of men take on the might of the powerful British empire and embark on a journey full of action, adventure, planning, plotting, bloodshed, conspiracy & patriotism, to encounter four mysterious strangers, while in search of a long forgotten book written in the times of Emperor Ashoka, which holds the answer to several secrets, who turn & alter the course of the future events, even as the English are besieged with numerous problems ranging from the outbreak of the Second World War in 1939, to Gandhi's ways & means of achieving Independence. Read on THE BHAIRAVA PUTRAS to know more about the classic and legendary tale of a band of men who defied the norms to fight guns, bullets, injustice, deception, and intrigue at every corner of their adventurous and thrilling escapades, to uproot the centre hold of dominance & authority, through mountainous terrains, dense & thick jungles, secret hide outs, and rivers in spate; which unfortunately got lost, somewhere in the annals of History !

    This new edition continues to offer the most complete technology/new media support package available. That technology/new media package includes: Interactives, Animations, and introducing Connect - online homework and course management.

    Practical illustrations of how these techniques can be applied to the most common mental health problems ensure that theory translates into real-life practice. New to this edition, the authors examine:o cultural diversity in greater deptho the current topicality of CBT, especially within the NHSo latest Roth/Pilling CBT competencieso the impact of third wave CBT in more detail.As well as exploring depression, panic and agoraphobia, OCD and anxiety disorders, the book covers other less common disorders. Discussion of different methods of delivery includes work with individuals, groups, couples and families. This edition also includes extra case study material, student exercises and discussion points.This fully updated Introduction remains the key textbook for those coming to CBT for the first time, whether on training courses or as part of their everyday work. It is also useful for more experienced therapists wanting to refresh their core skills.