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.

    His father had requested the courts to look into evidences that would prove his son’s innocence, but the letter only goes on to show why Bhagat Singh is a true revolutionary who paved a new path for Indian Independence.

    For the first 92 years, the 135-year-old party was headed by a Nehru-Gandhi family member for only 11 years, even though Nehru and Indira were collectively the PM of India for 28 years. Then things changed. Indira was the party president for seven consecutive years, and succeeded by her son Rajiv Gandhi for six years. After Rajiv’s assassination in 1991, PV Narasimha Rao was party president for five years. Sitaram Kesri was the next Congress president for 18 months. Enter Sonia Gandhi. Barring a 20-month period when her son Rahul held the post, she has been Congress president for 23 years. During her ‘reign’, the party has seen an average 31.6% decline in vote share and a 50.2% reduction in seats in the Lok Sabha. Due to her not allowing a proper election for the post of party president — as was the norm for the first 92 years — the Congress is collapsing. Ever since the Modi-led NDA routed the party in 2014, several Congressmen have been complaining about “lack of effective leadership.” Narendra Modi. Whether you admire him or belittle him, adore him or chastise him, praise him or ridicule him, love him or hate him, no Indian can pretend to ignore the man. Since September 2013, he has been the biggest newsmaker in India . On 15th August 2020, Modi became the longest-serving non-Congress PM of India. The first three chapters of this easy-to-read book are about Congress party’s corruption. The next three analyse the 2019 elections in great detail. Then, there is a chapter about the Left Front and one on the Congress’ performance in each state since Sonia became the chief. The next eight chapters are about Modi, his successes, his failures, and the work he has done in 80 months. The longest chapter, divided into 14 sections, details the successes and failures of India’s 14 prime ministers. “Is Congress Becoming Anti-India” and “Congress-Mukt Bharat” are the final two chapters. The Appendix lays out ‘Agenda 2024’ for India.

    Khushwant Singh tells the story of the land and its people from the earliest time to the present day. In broad, vivid sweeps he encapsulates the saga of the upheavals of a sub-continent over five millennia, and how their interplay over the centuries has molded the India of today. More, Khushwant Singh offers perceptive insights into everything Indian that may catch one's eye or arouse curiosity: its ethnic diversity, religions, customs, philosophy, art and culture, political currents, and the galaxy of men and women who have helped shape its intricately inlaid mosaic. He is also an enlightening guide to much else: India's extensive and varied architectural splendors, its art and classical literature. Khushwant Singh's own fascination with the subject is contagious, showing through on every page, and in every sidelight that he recounts. India: An Introduction holds strong appeal for just about anyone who has more than a passing interest in the country, Indians as well as those who are drawn to it from farther afield. And for a traveller, it is that rare companion: erudite, intelligent, lively

    It has crippled the country’s economy for a long time to come. In this book, Arun Kumar, the country’s leading authority on the black economy, tells us why Modi’s gambit failed. He shows us the way in which the problem can be rooted out, provided the government has the political will and determination to act.Today, the black economy is estimated to be 62 per cent of GDP—or about `93 lakh crore ($1.4 trillion). Corrupt businessmen, corrupt politicians, and corrupt members of the executive (bureaucrats, police and the judiciary) are responsible for controlling the black economy and enabling its growth. If the black economy were to be dismantled and turned into a part of the ‘white’ economy, the country’s rate of growth would be 12 per cent. If it had not grown the way it has since the 1970s, India’s per capita income today would be approximately `7 lakh per annum ($11,000) and India would become the second largest economy in the world. If the black economy were taxed at current rates, it would generate `37 lakh crore in additional taxes and the union budget would show a surplus of `31 lakh crore instead of a deficit.The failure of successive governments to tackle the problem effectively has been the single biggest obstacle to eradicating poverty. It is the cause of both widespread policy failure and the inability of the nation to improve its living conditions rapidly.

    David Kuo saw it all: the sky's-the-limit optimism, the hundreds of millions spent in a giddy grab for market share, the investors slavering to be inside, the belief that there really were new rules. He also saw what happened when wretched excess and ego-driven blunders forced gravity to reassert itself and when, ultimately, Wall Street demanded results. His book, alive with hilarious incidents and colorful characters, is destined to become a touchstone of the dot-com era.

    The author has painstakingly analysed the documents now available in the British Transfer of Power Archives. He has methodically identified the key British decision makers in London and New Delhi in the critical period from 1945-1947, and examined their letters and reports about the INA trials and their violent aftermath (November-December 1945) and then the mutiny in the Royal Indian Navy (February 1946). Relevant letters from the Viceroy and military appreciation of the situation by Fd Mshl Auchinleck, alongwith reports from the Governors of the various provinces, as also the report of the Director IB, have been reproduced in the original alongwith Letters from the Prime minister Lord Clement Attlee and Secretary of state for India, Pethik Lawerence. The documentary paper trail is chillingly clear. The British were shaken by the wide spread violence in support of the INA and the serious question mark it raised about the continued loyalty of some 2.5 million Indian soldiers then being de-mobilized after the war. There were less than 40,000 British troops in India then. They were war-weary and home-sick. How could they have quelled a revolt by 2.5 million combat hardened Indian Soldiers? It was this stark maths that forced the British to leave when they did. Nelson Mandela in South Africa, continued with the non-violent methods of the Mahatma. Unfortunately South Africa got its freedom only in April 1994. The unfortunate fact is that the British left but handed over power to an anglophile elite that faithfully carried on with the narratives and constructs of the Raj.

    The bloodbath that followed over the next three days left at least 53 people dead and scores of homes looted, shops and schools ransacked and burnt to the grounds.The worst communal violence in India's capital in three decades was widely reported both by the Indian and global media. Numerous debates in newspapers and television talked about the violence, the role of the police and the government.Delhi Riots 2020: The Untold Story provides an explosive revelation of the plot behind the riots, how they were planned and executed, how weapons were procured and stockpiled, and exactly what happened. The book also takes a close look at the background to the carnage-CAA (The Citizen Amendment Act,2019), the unrest and violence in universities and the dharna at Shaheen Bagh and other sites in Delhi.

    No other Corporation in the world has done so well for so long. Its brands sit in most Indian homes (nine out of ten Indians use an HUL product every month), its financial indicators are among the best in Dalal street and it is famously a factory for CEOs. For the first time comes a book that decodes how this great business works – from a director of the company who has spent his whole career there. Why are there so many CEOs across industries in India who are ex-unilever people? What is the company’s secret management training sauce? Why is marketing at the heart of every business? Why is it easier to create a new market than to grab a slice of an existing one? How is it actually smarter to stock your product in smaller quantities in a store than to aggressively push orders? And why you should never, ever believe that pricing down your product will get you more customers. Sharp, insightful and entertaining, the CEO factory is an MBA course in a single book.

    Soldiers, mercenaries, free-booters. Europeans all, braving the heat and dust of India. They fought for wealth, for glory, and for sheer fun. Their glorious and inglorious exploits are full of thrill, romance, and violence. Ruskin Bond has recreated the turbulent and colourful India of the eighteenth and nineteenth centuries with the soldiers of fortune strutting across the subcontinent. The saga of their lives and loves in Delhi, Jaipur, Aligarh, Sardhana, and Lucknow reads stranger than fiction.

    But Dharavi is much more than cold a statistic. What makes it special are the extraordinary people who live there, many of whom have defied fate and an unhelpful State to prosper through a mix of backbreaking work, some luck and a great deal of ingenuity. It is these men and women whom journalist Kalpana Sharma brings to life through a series of spellbinding stories. While recounting their tales, she also traces the history of Dharavi from the days when it was one of the six great koliwadas or fishing villages to the present times when it, along with other slums, is home to almost half of Mumbai.

    Veteran journalist and author of the bestseller Narendra Modi: The Man, The Times, Nilanjan Mukhopadhyay lays bare its fascinating, unique and perhaps startling world. He also chronicles the personal and political journeys of the most important men (and a woman) of the Hindu Right-wing, digging up little-known but revealing facts about them.KESHAV BALIRAM HEDGEWAR: The founder of the RSS, and its first sarsanghchalak, was called ‘Cocaine’ as a young revolutionary, and transported subversive literature and arms for a group back home in Nagpur.VINAYAK DAMODAR SAVARKAR: This leading light of the Hindu Right had once invited the vegetarian Mahatma Gandhi to dinner and told him that unless one consumed animal protein, one would not be able to challenge the might of the British.MADHAV SADASHIV GOLWALKAR aka ‘GURUJI’: The iconic ‘hermit-ideologue’, whose appointment as sarsanghchalak was challenged by many in the RSS, had once warned a protesting colleague, ‘I will throw him out of (the) RSS like a stone in rice...’SYAMA PRASAD MOOKERJEE: A brilliant academic-statesman who became part of Nehru’s Cabinet, Mookerjee had several differences with the prime minister. He once asked Nehru: ‘Are Kashmiris Indians first and Kashmiris next, or are they Kashmiris first and Indian next, or are they Kashmiris first, second and third, and not Indians at all?’BALASAHEB DEORAS: This towering pracharak had a strong dislike for religious rituals, and referred to himself as a ‘Communist’ within the RSS—‘it is highly debatable if he believed in God, or if in any way needed Him.’DEENDAYAL UPADHYAYA: The man who propounded the ‘philosophy’ of Integral Humanism was opposed to the partition of India and recommended that, ‘If we want unity, we must adopt the yardstick of Indian nationalism, which is Hindu nationalism, and Indian culture, which is Hindu culture.’These and other leaders, including Vijaya Raje Scindia, Atal Bihari Vajpayee, Lal Krishna Advani, Ashok Singhal and Bal Thackeray, are all reckoned with in The RSS: Icons of the Indian Right. Through individual stories of the organisation’s tallest leaders, a bigger picture emerges: in spite of a three-time ban on the RSS in a multicultural and secular India—and despite the RSS’s insistence that it has no truck with electoral politics—the group is, and will be, the hand that rocks the BJP’s cradle.

    Each innovator comes from diverse backgrounds from those who hold a PhD to those who have had no formal education! Despite this difference, what unites them is their passion for innovation, the grit with which they have fought adversities and their vision for a better world.Each story celebrates the triumphant spirit of these determined individuals in a society that places little incentive on innovation. These innovators have resolved to break the status quo in the Indian innovation landscape!

    Ad veteran Ambi Parameswaran looks at how advertising has evolved, reflecting the country's culture, politics and economy in the last fifty years. From sartorial taste and food habits to marriage and old age, music and language to celebrities and censorship, Ambi examines over a hundred ads to study how the Indian consumer has changed in the past five decades and how advertising and society have shaped each other. Combining anecdote and analyses to give us a slice of modern history, Ambi evaluates the relationship between affluence, aspiration and desire in India. Exploring trends and impacts, he covers the ads that captured the imagination of the entire country. From 'Only Vimal' and 'Jai Jawan Jai Kisan' to 'Jo biwi se kare pyaar' and the controversial Tuffs shoes campaign, the book is a memorable journey through brands, consumers and the world of advertising.

    Undeterred, she went back, telling herself she must talk to the devadasis about the dangers of AIDS. This time, they threw tomatoes.But she refused to give up. The Infosys Foundation worked hard to make the devadasis self-reliant, to help educate their children, and to rid the label of the social stigma that had become attached to it. Today, there are no temple prostitutes left in the state of Karnataka.This is the powerful, inspirational story of that change initiative that has transformed thousands of lives.