Could you keep your cool while talking to all levels of stupid? Would you be able to wear a headset all day without wanting to throw it out of the window? All calls are recorded, analysed and timed to the second. Average handling time (AHT) is discussed as if it's the very meaning of life and managers are always coming up with new ways to shave milliseconds from each call. Is it acceptable to only have a total eight minutes a day for visits to the toilet or coffee machine? Imagine not being allowed to hang up on someone who is screaming abuse down the line at you. Welcome to the Call Centre! Izabelle worked in call centres for many years; from insurance to home shopping, from selling advertising to discussing loans. Finally in the early hours one morning, she decided enough was in fact far too much and left her final call centre job the same day, never to return. On her way out of the door for the final time she vowed she would write a book about life in a call centre. Here is that book. Read about call centres in general, memorable customers and staff. How do staff stay sane? What is Big Red? Are cranberries the true meaning of Christmas? Why would you have leather trousers round your ankles in a lift? How not to impress your boss. Izabelle shares these and many other true tales from her years of incarceration in UK call centres.

    July 26, 1990 - present: Joe Balzer fights for redemption and to regain all that he has lost. Flying Drunk is his story.Since he was a young boy, Joe Balzer dreamed of flying. He pursued his goal with a vigorous passion and earned his pilot licenses, piling up hours of flight time with a wide variety of planes and jets with one overarching goal: to one day fly for a major airline. But Joe had a problem. He was an alcoholic and refused to admit to himself that he had a problem.His alcoholism caught up with him in March 1990, when Joe was arrested with two other pilots for flying a commercial airliner while under the influence of alcohol. His world began crumbling around him and his new marriage faced the ultimate test. He lost his promising career and his dignity. Every major media outlet, including The New York Times, Newsweek, and Time Magazine covered the shocking story for the stunned American flying public. The trial that followed drained Joe's life's savings and federal prison nearly broke him. Flying Drunk is Joe's bittersweet and thoroughly chilling memoir of his twisted journey to a Federal courtroom, his time in the notorious Federal penitentiary system in Atlanta, and his struggle to recapture all that he held dear.Today, Joe is a recovering alcoholic, celebrating more than nineteen years of sobriety. The long road back from perdition led him to American Airlines, where good people and a great organization recognized a talented pilot who had cleaned up his act and was ready to fly again, safely.Flying Drunk is an incredible journey of the human spirit, from childhood to hell, and back again. Everyone should read and heed its message of hope and redemption. No one who does will ever forget it.

     You'll giggle when an EMT reveals his/her most prized possession, shake your head at some of the RIDICULOUS behavior seen in the emergency room, and you'll relate to the frustrations and joy healthcare workers across the globe express in their submissions. Special sections within this volume include: That Darn Cat, DOGgonit!, As Heard on the Scanner, and many more.

    government—an usher in the White House. For more than 200 years, a small office has operated on the State Floor of the White House Executive Residence. Known as the Usher's Office, whose mission is to accommodate the personal needs of the first family, and to make the White House feel like a home. The Usher's Office is the managing office of the Executive Residence and its staff of 90-plus. The staff consists of butlers, carpenters, grounds personnel, electricians, painters, plumbers, florists, maids, housemen, cooks, chefs, storekeepers, curators, calligraphers, doormen, and administrative support. Ushers work closely with the first family, senior staff, Social Office, Press Office, Secret Service Agency, and military leaders to carry out White House functions: luncheons, dinners, teas, receptions, meetings, conferences, and more. Chris Emery was only the 18th White House Usher since 1891, and had the honor and privilege to serve presidential families for three years during the Reagan administration, four years for President H. W. Bush, and 14 months under President Clinton. His vignettes recreate intimate White House happenings from an insider’s viewpoint. Chris Emery was the only White House Usher to be terminated in the 20th century. Turn the pages to find out which first lady fired him... “With his book, White House Usher: Stories from the Inside, former usher Chris Emery gives his readers a peek inside what happens upstairs at the White House. Chris’ anecdotes tell a rich story of how America’s house really is the First Families’ home. I loved my trip down memory lane.” - Former First Lady Barbara Bush (October 2017)

    Lillian Low's homespun values-people come in all flavors just like ice cream-bring joy and humor into the Low house. When restless Joe Low ditches one suburb for another because he wants a do-over, Lillian tells him, "How the hell many do you need? Don't you know that wherever you go, you've got to take yourself with you?" Along for the ride is the colorful, extended Low clan, who turn up to celebrate the arrival of Joe and Lillian's army of kids. They eat, sing, Joe gets plastered, and all too often, scotch-fired arguments lead to some good old-fashioned fistfights. The mayhem that actually started the brawl gets swept under the carpet, and when Curran finally pulls it up, pandemonium emerges from hell with a vengeance. Through the vision of a sensitive young girl with a wickedly funny voice, "Secondhand Scotch" uncorks some harsh realities, but never ceases to warm and entertain.

    Threatened by the draft in the late sixties, he enlisted in the Army to avoid becoming a grunt, yet ended up one anyway. He endured a grueling war in Vietnam and then returned to a country too angry to care. While his journey took unexpected turns, his choices got him there, so he did his best to react positively and keep moving forward.Udden delivers his story in a comfortable, friendly style. He conveys the experiences of basic training, advanced infantry training, and what it was like to live, work, guard, patrol, and fight in the jungle. The reader will feel the adrenalin rush of a firefight, the thrill of a wild ride dangling below a helicopter, and the humor in celebrating his 21st birthday on a firebase.Through his words and personal photographs, you will live through his journey exactly as he experienced it.

    And even more than that, it's the awe-inspiring life story of Kailen Combs Taylor. Kailen lived with a perpetual sense of wonder, maintaining immutable joy and resilient hope in the midst of some of life's most barbaric trials. Narrated with heartrending candor, this harrowing love story will make you laugh, cry, and frantically turn the page, often all at once. And long after you finish the book and fall back into the hectic fray of life, you may find Kailen's message still resonates in your heart: that life can be a fairytale, even when it's a tragedy. "Bryan has written a book which proves that even in the face of impossible odds, love never fails." -Christina Rasmussen, Author of Second Firsts: Live, Laugh, and Love Again

    This candid autobiography will demystify medical education and inspire you. Equal parts heartfelt, self-deprecating humor, and irreverent storytelling, John takes us along for the ride as he tracks his transformation from uncertain, head injured, liberal-arts student to intern, resident and then medical doctor.

    At forty-five years old, my life’s mission was complete. If I died tomorrow, I would be proud of the life I lived.” - Loving Tiara Loving Tiara is a compelling memoir that will encompass your every thought, break your heart, fill you with hope, and leave you with a sense of awe. When Tiffani married the love of her life, Lou, after graduating from college, she assumed she would continue to live the affluent life she had always known, having grown up in Newport Beach, California. She never imagined she would soon be stalked by creditors, driving a car on the repossession list and forced to worry about providing basic necessities for her family, such as buying diapers and groceries. This increasingly desperate situation forced her to decide to return home to her parents with her baby and husband. After getting their life back on track, and with Tiffani in her final year of law school, they decided to have another baby. At eight months old, however, they discovered that their new daughter Tiara had Tuberous Sclerosis, a rare genetic disorder resulting in intractable epilepsy, developmental delay, chronic hospital admissions, and uncontrollable violent behaviors. So how did Tiffani cope with her new reality? She chose to fight. She challenged the doctors, battled the insurance companies, and refused to give up caring for Tiara even when her own life was at risk. The author’s story of unconditional love, unimaginable challenges, and, ultimately, triumph, is a compelling one, which will take hold of your heart and not let go. This memoir will, hopefully, inspire you to tackle fear, encourage you never to give up, and remind you always to trust your gut instincts.

    It was a role she initially embraced--but she quickly discovered she was alone in a difficult situation, with no handbook and no mentor. Here, Lile describes the complexities of the stepmom position, in a family and in the community, and shares her experience wearing a tag that is often misunderstood and weighed down by the numerous myths in society. Candid and poignant, Stepmother is a story of love and like, resentments and exasperation, resignation and hope--and a story, ultimately, of family.

    Wilbur E. Bowe was living on his family’s farm when he was drafted in 1965 and assigned to Alpha Company, 5th Battalion, 7th Calvary. The 5/7th Cavalry was formed as a brand-new battalion in order to fill out the 1st Air Cavalry Division’s 3rd Brigade. The young men of the battalion were largely drafted together in 1965 as the build-up of regular Army forces in Vietnam had just begun. Together, these impossibly young men would be trained in the airmobile infantry and become what were known as “skytroopers”. They would then be sent deep into the jungles of Vietnam, where together they would learn what “search and destroy” meant and face the reality of this new war.The story features many of the letters and photographs my dad sent home from the war zone. His dispatches were sent from some of the most remote valleys and outposts in Vietnam, written under the most austere of conditions, often scribbled in haste before another mission, or by flashlight, under a poncho in the rain. They would travel over 8,000 miles across the ocean, to be placed in a mailbox that stood across from a farmhouse, along a rural county road in Wisconsin.Many former skytroopers of Alpha Company were interviewed for this story, and their personal accounts recall much of the humor and friendship they shared, along with the sadness and tragedy that would accompany a year spent in the jungles of Vietnam. The story also draws upon the 5/7th Cavalry’s daily staff journals and situation reports for every day of the battalion’s first year in Vietnam.This is their story, told in great detail from their time spent training together at Fort Carson – through their historic journey across the ocean aboard the USNS Gaffey, where they would encounter a massive typhoon – through their many battles fought together in Vietnam – and eventually, their final patrol.

    Amazon has created and entire new industry, a revolution in fact with Kindle.In this book publisher Ryan Deiss will show you the ropes and help you to get published or even start your own publishing company leveraging the Amazon Kindle.Ryan is a master marketer and his promotional strategies will defiantly give you an edge while operating inside Amazon Kindle TOS.Grab this book today and you could be on your way to Author fame with Amazon Kindle publishing.

    

    Combining his wisdom and insight, Henry shows you that the key to keeping a positive attitude—in the face of difficult and unexpected challenges—is to accept that seemingly negative experiences, such as failures, disappointments, mistakes and misfortunes, are actually the ultimate markers of human success. Sharing the lessons he learned after a freak accident left him paralysed from the neck down, Henry shows us that setbacks are inevitable in life but defeat is optional. He will encourage you to always search for a new perspective if what you see, at first, seems only dark, limiting or frightening. He believes there is always a reason to be grateful. The Power of Acceptance inspires you to accept yourself and to release negative feelings towards things, situations or people that you have no control over and cannot change. Henry reveals the simple words you can say to yourself and the practical changes you can make to become someone who adapts to unpredictable events and obstacles, and who accepts whatever hand they are dealt in this crazy game called life.

    Pills’ Pharmacy Hub comes a book about some of the wildest customers that pharmacists have dealt with in retail pharmacy. Journey into the world of retail pharmacy with 80 hilarious short stories: a world where people are not that bright but always think they are right, and where the word patience doesn’t exist. A world with druggies coming up with some not-so-clever schemes to get their fix. A world where people think throwing ice cream in your face is an acceptable way to get your attention. A world with a new twist at every turn--just when you think you’ve seen everything, someone always finds a way to surprise you.