They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You’ll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." —Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." —Brad Cleveland, founding partner and former CEO, International Customer Management Institute

    If you find yourself using the same words over and over again making embarrassing mistakes in grammar misspelling and mispronouncing words of average difficulty you may be hurting your chances for success in school or on the job--without even knowing it! If you are not satisfied with what your English says about you, test your problem areas with this popular, remarkably effective handbook. Each of the thirty short chapters zeroes in on a different aspect of grammar, usage, spelling, and pronunciation, with challenging and often amusing exercises to help you monitor your daily progress. Your vital communication skills can improve dramatically, in just fifteen minutes a day, with--30 Days to Better English

    If you can identify what your customers want, need, and can afford--and then give it to them--you will achieve outstanding results.Filled with Brian Tracy's trademark wisdom, this indispensable guide contains 21 powerful ideas you can use to immediately improve your strategic marketing results. You'll discover how to:● Build your customer base● Set yourself apart from the competition● Answer three crucial questions about any new product or service● Use market research and focus groups to fuel better decisions● Fulfill a basic emotional need for buyers● Determine the correct price point for your offerings● Become truly customer-focused● Make the most of your distribution channels● Master the concepts of specialization, differentiation, segmentation, and concentration● Give customers a reason to switch from your competitors● And morePacked with time-tested marketing strategies, this practical and portable book shows you how to overcome the competition, increase sales and profitability, and dominate your market niche.

    The award-winning webcomic series comes to a close in this final laugh-filled, heart-rending installment.

    Though best known for their furniture, the husband and wife team were also forerunners in architecture, textile design, photography, and film.The Eames work defined anew, multifunctional modernity, exemplary for its integration of craft and design, as well as for the use of modern materials, notablyplywood and plastics.The Eames Lounge Chair Wood, designed with molded plywood technology, became a defining furniture piece of the twentieth century, while the couple s contribution to theCase Study Housesproject not only made inventive use of industrial materials but also developed anadaptable floor plan of multipurpose spaceswhich would become ahallmark of postwar modern architecture.From the couple s earliest furniture experiments to their seminal short filmPowers of Ten, this book covers all the aspects of the illustrious Eames repertoire and itsrevolutionary impact on middle-class American living. About the Series: Each book in TASCHEN s Basic Architecture Series features: an introduction to the life and work of the architect the major works in chronological order information about the clients, architectural preconditions as well as construction problems and resolutions a list of all the selected works and a map indicating the locations of the best and most famous buildings approximately 120 illustrations (photographs, sketches, drafts and plans) "

    These experts offer imaginative ideas, inside knowledge, and a wealth of advice for aspiring artists, along with instructions for a range of inventive looks using specialist techniques-from retro styles and Lady Gaga-inspired designs to underwater makeup and body painting.

    Unlike most style or grammar guides, it focuses on the special needs of legal writers, answering a wide spectrum of questions about grammar and style both rules as well as exceptions. The Redbook also gives detailed, authoritative advice on punctuation, capitalization, spelling, footnotes, and citations, with illustrations in legal context. Designed for law students, law professors, practicing lawyers and judges, the work emphasizes the ways in which legal writing differs from other styles of technical writing. The "how-to" sections deal with editing and proofreading, numbers and symbols, and overall document design.

    When Sigmund Freud awakened modern interest in the dream a century ago, his theory of interpretation undermined the potential insights dreams had to offer. For Freud, dreams were little more than fragmented puzzle parts made up of events from our waking lives. Most of us today still live under Freud's far-reaching influence. When we wake up after experiencing a powerful series of images, we too readily explain them away or simply ignore them all together. Whatever emotion or insight the dream evokes slowly fades. But what if Freud was wrong? Unless we challenge his deeply-ingrained assumptions, we will forever lose the gift of our dreams.International bestselling author Rodger Kamenetz believes it is not too late to reclaim the lost power of our nightly visions. Kamenetz's exploration of the world of dreams reopens all the questions scientists and psychologists claimed to have settled long ago. The culmination of decades of research, The History of Last Night's Dream is a riveting intellectual and cultural investigation of dreams and what they have to teach us. We discover how the age-old struggle between what we dream and how we interpret our dreams has shaped Western culture from biblical times to today. Kamenetz introduces us to an eighty-seven-year-old female kabbalist in Jerusalem, a suave Tibetan Buddhist dream teacher in Copenhagen, and a crusty intuitive postman-turned-dream master in northern Vermont. He fearlessly delves into this mysterious inner realm and shows us that dreams are not only intensely meaningful but that they hold essential truths about who we are. In the end, each of us has the choice to embark on this illuminating path to the soul. But one thing is certain: our dreams will never be the same again.

    This book covers urban economics as the discipline that lies at the intersection of geography and economics. The sixth edition is a thorough revision of previous incarnations - the author has reorganized and rewritten every chapter, to produce a sleek and up-to-date text that will bring renewed attention to the Urban Economics course. This sixth edition offers an extreme makeover from previous editions, while also incorporating the remarkable progress in the field of urban economics in the last ten to fifteen years. Part I of the book explains why cities exist and what causes them to grow or shrink.

    We've all done them. Whether it's a cup of coffee or a glass of wine, a cigarette or a sleeping pill. But how well do we understand the effects of the drugs we take - legal or illegal?Say Why to Drugs investigates the science behind recreational drugs- debunking common myths and misconceptions, as well as containing the most recent scientific research. Looking at a range of drugs, this book provides a clear understanding of how drugs work and what they're really doing to your mind and body. Along the way you will find out why ketamine is on the WHO's list of essential medicines, why some researchers hope MDMA could treat PTSD, and much more.Enlightening, entertaining, and thought-provoking, Say Why to Drugs is a compelling read that will surprise and educate proponents on both sides of the drugs debate.

    The book presents a unique portrait of this widely admired leader, with Annan’s own view of events tempered and augmented by those of his allies and opponents, defenders and detractors.

    But they’re going to have to put their differences aside to help the Little Light - a wise soul, imbued with insight and curiosity - prepare for its birth on Planet Earth, where it has a great and far-reaching destiny... “A part of the Sun will always shine inside the Little Light, come what may. Life can be full of pain, suffering and strife, but this spark will always remain untouched because it belongs to the source of all life on earth. Nothing and no one can take it away because it is a gift from the father to all his children. It can never be tarnished or spoilt. It exists and will continue to burn bright till the death of the physical body.” In her debut novel The Little Light, Dipa Sanatani takes the reader on a voyage of awakening and discovery, ideal for lovers of mythology, spirituality, folklore and fairy tales. On the eve of its birth, The Little Light finds itself in the topsy-turvy world of the Planet Party, hosted in the Cosmic Womb. Here, anything is possible, and anything could happen… and the Little Light must do all it can to listen, learn, and ready itself for the path which will lead it to its destiny on earth. Along the way the Little Light meets Mercury, who bristles at being constantly overshadowed (literally!) by his father, The Sun, a flamboyant figure who wears a gold ring on every finger and bright yellow loafers. As the rest of the Celestial Beings gather, they have to contend with Havah and Dag, the Guardians of the Lore, who know that the Little Light will soon be a tiny baby in a cold, hard world where it will have to struggle for its survival. Alongside the Little Light, we learn there is more to explore in the heavens and on this earth than anybody could ever imagine possible. Endless lives, perpetual cycles of death and rebirth, infinite possibilities for love, happiness, renewal, enlightenment and wisdom… it’s all out there, waiting to be discovered, and waiting to make a change deep within us all.

    The result is a complete approach to trading that will allow you to trade confidently in a variety of markets and time frames. Written with the serious trader in mind, this reliable resource details a proven approach to analyzing market behavior, identifying profitable trade setups, and executing and managing trades-from entry to exit.Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.

    Gain the language skills you want."Practice Makes Perfect: Basic Spanish" is a trusted companion to your Spanish-learning experience. In each bite-sized lesson, author Dorothy Richmond explains one--and only one--grammar concept and illustrates it with many clear examples. The accompanying fun and interesting exercises let you practice, practice, practice what you have learned. Although these lessons are purposely short so you can complete them in twenty minutes or less, you can go at a pace that works for you.This guide/workbook will help you master present tense verb conjugation the "ser" and "estar" verb forms adjectives possessive pronouns sentence structures the contractions "al" and "del" indefinite articles "tener" idioms and moreWhether you are learning on your own or taking a beginning Spanish class, "Practice Makes Perfect: Basic Spanish" will help you build your confidence."

    Mixerman is a recording engineer working with a famous producer on the debut album of an unknown band with a giant recording budget. Mixerman is supposed to be writing about recording techniques, but somehow, through that prism, he has hit upon a gripping story. Like all great narratives, Mixerman's diary has many anti-heroes for whom we, the readers, can have nothing but contempt. The band consists of the four most dislikable human beings you can imagine. The singer is vain and pretentious. The guitarist is a serious depressive. The drummer is as "dumb as cotton," and the bassist is merely mean and petty, making him the only one that Mixerman can stand. All four of them hate each other's guts, and they haven't even been on tour yet. Mixerman takes you through the recording process of a bidding war band in over their heads with a famous record producer (also in over his head). Many find Mixerman's diary entries side-splittingly funny. Some find them maddening. And a select few feel they are the most despicable accountings of record-making ever documented.