Otherwise calm, rational, and intelligent people go into extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call we make. And Americans make more than 43 billion customer service calls each year. Whether it's the interminable hold times, the outsourced agents who can't speak English, or the multitude of buttons to press and automated voices to listen to before reaching someone with a measurable pulse -- who hasn't felt exasperated at the abuse, neglect, and wasted time we experience when all we want is help, and maybe a little human kindness?Your Call Is (Not That) Important to Us is journalist Emily Yellin's engaging, funny, and far-reaching exploration of the multibillion-dollar customer service industry and its surprising inner-workings. Yellin reveals the real human beings and often surreal corporate policies lurking behind its aggravating façade. After reading this first-ever investigation of the customer service world, you'll never view your call-center encounters in quite the same way.Since customer service has a role in just about every industry on earth, Yellin travels the country and the world, meeting a wide range of customer service reps, corporate decision makers, industry watchers, and Internet-based consumer activists. She spends time at outsourced call centers for Office Depot in Argentina and Microsoft in Egypt. She gets to know the Mormon wives who answer JetBlue's customer service calls from their homes in Salt Lake City, and listens in on calls from around the globe at a FedEx customer service center in Memphis. She meets with the creators of the yearly Customer Rage Study, customer experience specialists at Credit Suisse in Zurich, the founder and CEO of FedEx, and the CEO of the rising Internet retailer Zappos.com. Yellin finds out which country complains about service the most (Sweden), interviews an actress who provides the voice for automated answering systems at many big corporations, and talks to the people who run a website (GetHuman.com that posts codes for bypassing automated voices and getting to an actual human being at more than five hundred major companies.Yellin weaves her vast reporting into an entertaining narrative that sheds light on the complex forces that create our infuriating experiences. She chronicles how the Internet and global competition are forcing businesses to take their customers' needs more seriously and offers hope from people inside and outside the globalized corporate world fighting to make customer service better for us all.Your Call Is (Not That) Important to Us cuts through corporate jargon and consumer distress to provide an eye-opening and animated account of the way companies treat their customers, how customers treat the people who serve them, and how technology, globalization, class, race, gender, and culture influence these interactions. Frustrated customers, smart executives, and dedicated customer service reps alike will find this lively examination of the crossroads of world commerce -- the point where businesses and their customers meet -- illuminating and essential.

    The Curse of Brink's-Mat reveals the pulse-racing full story of the crime itself before moving to its chilling aftermath, which still reverberates to this day. The heist made the careers of many of the underworld's biggest names, and changed the face of British crime forever but in the years that followed the robbery, many of those involved, innocent and guilty alike have been sent to an early grave. Two decades on, the death toll is still rising. Nobody knows more about that extraordinary morning's events than Wensley Clarkson. Nobody is better placed to track the vicious, violent and unexpected waves that followed in its wake or bring to life its cast of larger-than-life characters. From small-time crime in south-east London, to ‘the heist of the century' and its bloody consequences, Wensley Clarkson's The Curse of Brink's-Mat is an epic tale of villainy, gold and revenge.

     Police begin to suspect that their target is a rogue operator who has emerged from their own ranks. And then, all hell breaks loose in Los Angeles… An arrest in the strangling murders of two co-eds across state lines finally leads to a break in the case, but the mild-mannered suspect remembers nothing about the crime of which he is accused. His attorney and a team of psychiatrists are convinced this is no lust murderer, but a mentally ill man tormented by an evil alter personality, the terrifyingly malevolent sexual sadist “Steve”. But what if Steve is the final triumphant act in a psychopath’s lifelong career in deception? None are prepared for the dark journey through the mazes of the human mind it will take to unlock the door to justice. From the author of the aviation disaster ebook bestseller “Gone: Catastrophe in Paradise”, “A City Owned” is the first installment of the two-part series “Murder by Increments”, the true story of the worst case of serial sex homicide in American history.

    The proctored TEAS test, developed by Assessment Technologies, Inc. (ATI), measures basic essential skills in reading, mathematics, science, and English and language usage. With revised and updated questions throughout, this study guide contains instructional content in each of the four key areas, along with practice tests and answer keys, and a comprehensive test and answer key.

    Collection of the following titles: A Bag of Gold Coin, Choice of Friends, How Friends are Parted, Tiger and the Woodpecker, Friends and Foes

    Guadalupe Vald�s examines what appears to be a lack of interest in education by Mexican parents and shows, through extensive quotations and numerous anecdotes, that these families are both rich and strong in family values, and that they bring with them clear views of what constitutes success and failure. The book's conclusion questions the merit of typical family intervention programs designed to promote school success and suggests that these interventions--because they do not genuinely respect the values of diverse families--may have long-term negative consequences for children.Con Respeto will be a valuable resource in graduate courses in foundations, ethnographic research, sociology and anthropology of education, multicultural education, and child development; and will be of particular interest to professors and researchers of multicultural education, bilingual education, ethnographic research methods, and sociology and anthropology of education.

    A part fails and your helicopter comes apart in flight, or, another aircraft runs into you and the pieces of both fall to the ground below, or the enemy gunner pulls the trigger at just the right moment and his rounds find your aircraft in exactly the right spot to take it out of the sky. Whichever way it happens, it wasn t your day. Which is why, after 24 years and over 5,000 flight hours with four armed services, Major Robert Curtis was so surprised at being alive when he passed his retirement physical. Starting with enlisting in the Army to fly helicopters during Vietnam, and continuing on through service with the National Guard, Marine Corps and Royal Navy, he flew eight different helicopters from the wooden-bladed OH-13E, through the Chinook, SeaKnight and SeaKing, in war and peace around the world. During that time over 50 of his friends died in crashes, both in combat and in accidents, but somehow his skill, and not an inconsiderable amount of luck and superstition, saw him through. His flying career began with a misbegotten strategy for beating the draft by enlisting. With the Vietnam War raging full blast in 1968 the draft was inevitable, so he wanted to at least get some small measure of control of his future. Although he had no thought of flying when he walked into the recruiting office, he walked out signed up to be a helicopter pilot. What he did not know was that 43% of all the aircraft sent to Vietnam were destroyed in combat or accidents. Soon he was in the thick of the war, flying Chinooks with the 101st Airborne. After Vietnam he left the Army, but kept flying in the National Guard while going to college. He was accepted at two law schools, but flying is addictive, so he instead enlisted in the USMC to fly some more. Over the next 17 years he would fly around the world off US and British ships from Egypt to Norway and all points in between. His engaging story will be a delight to all aviation enthusiasts.REVIEWS one of those books that you read that gives you the feeling of Deja Vu, and makes the hairs on the back of your neck riseNeall Ellis Robert Curtis gives us a compelling account of his exemplary service in wartime and beyond. The combat missions he flew out of Phu Bai/Camp Eagle in Vietnam did so much for so many, and remain alive and meaningful for all of us today. Gary Matthews, American Ambassador (ret)Former Deputy and Province Senior Adviser, Thua Thien/Hue"

    One likes him almost immediately, both for his character, his honesty, and integrity and for his singular, unbending self-accountability.    He gets on well with almost everyone he meets - becoming the bane of those who cheat and lie and steal - and marries a woman he deserves and appreciates as much as he does the land that he explores and worships.     From the early 1900s until the present day, "Red" Sorensen recounts with exquisitely detailed descriptiveness his wilderness adventures and all-too-frequent brushes with mortal danger, whether from ubiquitous mountain predators, natural catastrophes, foolish fellow men, or his planes that seem to crash too often.     I find myself in awe of this man, and I admire his wife who kept up with him; It takes a special kind of women to love a man extraordinary as Red. If you sign up for his ride, prepare to be awestruck by the country he guides you through, and the quality of this man called simple "Red."Become part of a rapidly Vanishing Time and a rapidly Vanishing Place,      BUY NOW

    Presenting all 49 processes along with the key inputs, tools, and outputs, this helpful tool also depicts techniques, tables, and graphs to highlight the most important information at a glance. Common formulas are organized for rapid look-up, bringing relevant information for the PMP Exam together in one resource.

    Former co-teacher and national presenter Anne Beninghof shares stories, and real-life co-taught lesson examples that emphasize creative yet time-efficient instructional strategies that lend themselves beautifully to the co-taught classroom. Teachers and instructional leaders at all levels and in a wide variety of content areas will find this book replete with valuable co-teaching guidance so that success is guaranteed.Offers tips for effective teaching strategies for every type of team teaching situation imaginable Includes guidelines for successful team-teaching with specialists in technology; literacy; occupational/physical therapy; special education; speech-language therapy; ELL; gifted The author is an internationally recognized consultant and trainer This user-friendly, comprehensive book is filled with concrete ideas teachers can implement immediately in the classroom to boost student learning and engagement.

    Their experiences with the underbelly of globalization here in our own backyard, and the legal battles they wage against their traffickers with their immigration attorney, Lily, are told in their own voices, and hers, in vivid and compelling detail.

    Living every day on the edge of your comfort zone, vulnerable to the unexpected challenges constantly being thrown your way, and constantly shifting to meet daily demands and do everything and anything you can to survive, let alone thrive.Vulnerable, raw and deeply transparent, Fully Alive reveals powerful tools and lessons that can teach all of us how to grow toward and beyond our personal edges, no matter our circumstances.Tyler Gage shares his spiritual adventures and the business savvy that helped him create RUNA, a pioneering organization that weaves together the seemingly divergent worlds of Amazonian traditions and modern business, demonstrating how we can dig deeper to bring greater meaning and purpose to our personal and professional pursuits.From suburban youth to immersion in the Amazon to entrepreneurial success, Tyler's journey clearly shows that passion and opportunity can be found in the most unexpected places. Captivated by a rare Amazonian tea leaf called guayusa that had never been commercially produced, Tyler started RUNA to partner with the indigenous people of Ecuador to share its energy and its message with the world.Using the spiritual teachings, lessons and healing traditions of the Amazon as his guide and "playbook", Tyler built RUNA from a scrappy start-up into a thriving, multi-million-dollar company that has become one of the fastest growing beverage companies in the United States. With the help of investors like Channing Tatum, Leonardo DiCaprio, and Olivia Wilde, RUNA has created a sustainable source of income for more than 3,000 farming families in Ecuador who sustainably grow guayusa in the rainforest. Simultaneously, RUNA has built a rapidly scaling non-profit organization that is working to create a new future for trade in the Amazon based on respectful exchange and healing, not exploitation and greed.Practical tools and lessons are woven throughout the page turning story of Gage’s successes and failures, offering guidance on how to relate to obstacles as teachers and accomplish our personal and professional goals in the often uncertain circumstances we find ourselves in.

    Her pioneering work uncovered a profound truth: Vulnerability—the willingness to show up and be seen with no guarantee of outcome—is the only path to more love, belonging, creativity, and joy. But living a brave life is not always easy: We are, inevitably, going to stumble and fall.It is the rise from falling that Brown takes as her subject in Rising Strong. As a grounded theory researcher, Brown has listened as a range of people—from leaders in Fortune 500 companies and the military to artists, couples in long-term relationships, teachers, and parents—shared their stories of being brave, falling, and getting back up. She asked herself, What do these people with strong and loving relationships, leaders nurturing creativity, artists pushing innovation, and clergy walking with people through faith and mystery have in common? The answer was clear: They recognize the power of emotion and they’re not afraid to lean in to discomfort.Walking into our stories of hurt can feel dangerous. But the process of regaining our footing in the midst of struggle is where our courage is tested and our values are forged. Our stories of struggle can be big ones, like the loss of a job or the end of a relationship, or smaller ones, like a conflict with a friend or colleague. Regardless of magnitude or circumstance, the rising strong process is the same: We reckon with our emotions and get curious about what we’re feeling; we rumble with our stories until we get to a place of truth; and we live this process, every day, until it becomes a practice and creates nothing short of a revolution in our lives. Rising strong after a fall is how we cultivate wholeheartedness. It’s the process, Brown writes, that teaches us the most about who we are.

     To get the book's methods to work for you in real life, research shows it takes an average of 66 days of consistent practice for a new skill to become a habit. Cheat Sheet: Master Getting Things Done ...In 2 Minutes... is a fast reference tool that captures this organizational system in a concise, step-by-step format that help you embed the concepts while providing rapid refresher when you need it most. It is designed for: 1.) The busy individual familiar with the system and serious about habit change 2.) The newcomer who values time spent on EXECUTION, not reading. Key Benefits: • Excellent compact summary of the basic principles of the Get Things Done system in a fast, convenient format. • Saves you precious time from re-reading the book to re-absorb, remember and categorize concepts. We did all the work for you. • Contains illustrated work flow map to follow during THE critical 2 hour weekly review.
 • Keep the topic relevant and in front of you for times you fall off the program. More than just a book summary, pull up this organization tool to coach you through the entire process. Life just got easier as you cross off tasks after task; achieve multiple goals and milestones, all the while functioning with a clear mind and a sense of relaxed control. 





 This reference summary is designed to be purchased along side the reviewed title Getting Things Done: The Art of Stress Free Productivity.

    Laura Schlessinger shows readers how to survive enemies—traitors, backstabbers, and saboteurs—at work and at home. As in her previous books, including Bad Childhood–Good Life, Stop Whining, Start Living, and In Praise of Stay at Home Moms (an instant New York Times bestseller), Dr. Laura offers readers the perceptive, common-sense insight they need to live healthier, better lives.