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.

    Thousands more see him at his personal appearances and visit his website, looking for advice on renos-gone-wrong. Mike Holmes is Canada's most trusted contractor, a crusader with a mission to expose botched renovations - and now the author of a bestselling book. Mike has taken his professional expertise and tell-it-like-it-is style and turned it into the guide no homeowner should be without. Make It Right walks readers through a renovation from start to finish, from the process of finding a reliable contractor to understanding the legalities of renovation. Mike explains the inner workings of a house, covers the most popular reno projects and describes the most common pitfalls. Packed with informative sidebars, checklists, diagrams and photographs, all showing what to expect from contractors and tradespeople, and how to keep every reno running on time and on budget, Make It Right is the book you need to read before you plan a renovation. Be smart. Take charge. Get it right the first time. About the Author Mike Holmes is the star of the incredibly popular Holmes on Homes program, where, in every episode, he and his trusty renovation crew fix renovation disasters. Mike has more than two decades of construction experience and was schooled by his father, a master plumber, in all aspects of construction and renovation. With a passion for doing things the right way the first time and a deep-seated respect for construction professionals, Mike has worked on hundreds of home and commercial renovation projects, earning a reputation for outstanding craftsmanship and a willingness to stand behind his work.

    The book presents fundamental small-house design strategies, complete with whole-house case studies for homeowners eager to simplify. Creating a great small house is illustrated in the opening chapter with 10 approaches, including: borrowed view and daylight multipurpose spaces privacy pockets using quality materials Twenty-five stunning small houses are profiled in the second part of the book, organized by the nature of their locations.

    The book demonstrates that Chicago's cemeteries are home not only to thousands of individuals who fashioned the city's singular culture and character, but also to impressive displays of art and architecture, landscaping and limestone, egoism and ethnic pride. Mysterious questions such as Where is Al Capone buried? and What really lies beneath home plate at Wrigley Field? are answered in this reminder that although physical life must end, personal notes—and notoriety—last forever. Ever wonder where Al Capone is buried? How about Clarence Darrow? Muddy Waters? Harry Caray? Or maybe Brady Bunch patriarch Robert Reed? And what really lies beneath home plate at Wrigley Field? Graveyards of Chicago answers these and other cryptic questions as it charts the lore and lure of Chicago's ubiquitous burial grounds. Like the livelier neighborhoods that surround them, Chicago's cemeteries are often crowded, sometimes weary, ever-sophisticated, and full of secrets. They are home not only to thousands of individuals who fashioned the city's singular culture and character, but also to impressive displays of art and architecture, landscaping and limestone, egoism and ethnic pride, and the constant reminder that although physical life must end for us all, personal note—and notoriety—last forever. Grab a shovel and tag along as Ursula Bielski and Matt Hucke unearth the legends and legacies that mark Chicago's silent citizens—from larger-than-lifers and local heroes, to clerics and comedians, machine mayors and machine-gunners.

    It could forever change how you experience and interact with your physical surroundings, open your eyes to the perversity of bad design and the desirability of good design, and raise your expectations about how things should be designed.B & W photographs and illustrations throughout.

    You'll find 37 inspirational cabins from all over the country showing how people are building, reclaiming and transforming this unique American dwelling. The Cabin celebrates the appeal of this unique form or retreat, providing inspiration and practical ideas for realizing your own cabin dream.Based on design, shape, age and material, the cabins are divided into four distinct styles: rustic, traditional, modern and transformed. Whatever the style, each is a classic American getaway. The Cabin features:37 inspirational cabins from around all over the country. Nearly 250 photographs and 50 illustrations Detailed descriptions, site plans, and floor plans

    But Don Casey shows us that it doesn't need to be that way. You can learn what you need to know by rapping,poking,looking,and listening. But you must be able to recognize problem symptoms when they arise. This book shows you how. Hull,deck,rig,interior,engine,electrical system—it's all here. You'll still want to hire a surveyor before buying a boat,and Casey guides you through that,too. In the meantime,though,whether you're maintaining or shopping,you can save hundreds,even thousands of dollars in survey fees. The Tolerance of Fiberglass For Neglect And Abuse Is Legendary—And An Astounding Number Of Sailboats Built In The Last 35 Years Are Still Around. There Are Bargains Aplenty—And The Best One Of All,With Some Overdue Attention,Just Might Be The Boat You Already Own Are those cracks in the gelcoat? Should the deck yield underfoot like that? Are those rivets in the toerail,and why are they loose? Why doesn't the head door close? Should there be rust on the keel bolts? What is that bulge in the hull? If any of these indicate real trouble,it is or could become your trouble. Here is all you'll need to learn where to look and what to look for. Whether you're shopping or prioritizing maintenance tasks,this book will save you money and perhaps even disaster.

    Experience Roman history with self-guided tours of the Pont du Gard aqueduct, Roman theater in Orange, and Arena in Arles. Explore sun-soaked Riviera beaches and resort towns, from cosmopolitan Nice to colorful Villefranche-sur-Mer. Get inspired by artistic masterpieces by Renoir, Matisse, Picasso, and Chagall. After a day of sightseeing, relax at a café with a view, dive into a bowl of bouillabaisse, and watch fishermen return to the harbor.Rick's candid, humorous advice will guide you to good-value hotels and restaurants. You'll learn which sights are worth your time and money, and how to get around by train, bus, car, or boat. More than just reviews and directions, a Rick Steves guidebook is a tour guide in your pocket.

    A Richer Heritage will be an essential, thought-provoking guide for professionals as well as administrators, volunteers, and policy makers involved in preservation efforts.An introduction traces the evolution of historic preservation in America, highlighting the principal ideas and events that have shaped and continue to shape the movement. The book also describes the workings--legal, administrative, and fiscal--of the layered federal, state, and local government partnership put in place by Congress in 1966. Individual chapters explore the preservation of designed and vernacular landscapes, the relationship between historic preservation and the larger environmental and land-trust movements, the role of new private and nonprofit players, racial and ethnic interests in historic preservation, and the preservation of our intangible cultural values. A concluding chapter analyzes the present state of the historic preservation movement and suggests future directions for the field in the twenty-first century. Contributors include preservationists, local-government citizen activists, an architect, landscape architects, environmentalists, an archaeologist, a real-estate developer, historians, a Native American tribal leader, an ethnologist, and lawyers.

    Perfect for Beginners level and get awesome ideas and techniques for you experts. Have lots of images to help you easily follow through the pattern.

    

    

    A comprehensive guide to Amor Towles' acclaimed new novel 'A Gentleman in Moscow', this discussion aid includes a wealth of information and resources: useful literary and historical context; an author biography; a plot synopsis; analyses of themes & imagery; character analysis; twenty thought-provoking discussion questions; recommended further reading and even a quick quiz. For those in book clubs, this useful companion guide takes the hard work out of preparing for meetings and guarantees productive discussion. For solo readers, it encourages a deeper examination of a multi-layered text.

    Twelve Step Sponsorship delivers both the theory and practice--how to do it and why--in a clear, step-by-step presentation. Written by the author of Getting Started in AA, a widely acclaimed guide for the newcomer to the program of AA, Twelve Step Sponsorship is the first truly comprehensive look at sponsorship, a role recovering people benefit from both as sponsees and ultimately as sponsors. Twelve Step Sponsorship includes informative sections that deal with: finding a sponsor and being a sponsor. Twelve Step Sponsorship offers a welcome reinforcement to the tradition of "passing it on" from one generation of sponsors to the next.

     Ancient Egypt has mystified and entranced generation after generation. Their mastery of architecture, their complex religious ideologies, and their peculiar views on death have given modern-day readers much to ponder. Few, if any, of their remaining relics have produced the awe and spectacular wonder of the Great Pyramids of Giza. These three architectural masterpieces have stood for over five thousand years despite looting, exploitation, and the slow erosion of time. Inside you will read about... ✓ The Birth of a Wonder ✓ The Architect and Exterior Construction ✓ The Construction of the Interior: The King’s Tomb ✓ The End of the Old Kingdom ✓ The Birth of Egyptology ✓ The Great Pyramid Today ✓ Fringe Theories on the Great Pyramid And much more! This book will describe the history, theory, and ideology behind the construction of the last remaining ancient wonder of the world.