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Author: Shaun Belding Publisher: ECW Press ISBN: 1550226959 Category : Business & Economics Languages : en Pages : 223
Book Description
Effective and practical strategies for dealing with difficult, unmanageable customers on the telephone are offered in this essential guide for call center managers and other service-oriented positions. Advice on utilizing tone of voice to defuse conflict is provided, as well as 18 basic rules to follow in order to maximize caller satisfaction. A four-pronged approach known as LIFT—listening to customers, involving oneself in the situation, focusing on the issue, and thanking the customer—is explained. Making use of these time-tested techniques can turn even the most nightmarish patrons into devoted customers.
Author: Shaun Belding Publisher: ECW Press ISBN: 1550226959 Category : Business & Economics Languages : en Pages : 223
Book Description
Effective and practical strategies for dealing with difficult, unmanageable customers on the telephone are offered in this essential guide for call center managers and other service-oriented positions. Advice on utilizing tone of voice to defuse conflict is provided, as well as 18 basic rules to follow in order to maximize caller satisfaction. A four-pronged approach known as LIFT—listening to customers, involving oneself in the situation, focusing on the issue, and thanking the customer—is explained. Making use of these time-tested techniques can turn even the most nightmarish patrons into devoted customers.
Author: Michael Nichols Publisher: State University of New York Press ISBN: 1438471416 Category : History Languages : en Pages : 164
Book Description
Depicts a man's exploration of the landscape, history, and toponymy of Hell Gate, a notorious stretch of water in New York City's East River. Part history and part memoir, Hell Gate tells of a man’s excursions along and through Hell Gate, a narrow stretch of water in New York City’s East River, notorious for dangerous currents, shipwrecks, and its melancholic islands and rocks. Drawn to the area by his fascination with its name—from the Dutch Hellegat, translated into English as both “bright passage” and “hellhole”—what begins as a set of casual walks for Michael Nichols becomes an exploration of landscape and history as he traces these idyllic and hellish images in an attempt to discover Hell Gate’s hidden character and the meaning of its elusive name. Using a loosely constructed set of sketches organized as a kind of tour along the edge of the river and then from a rowboat in the river, Nichols describes scenes and events as they present themselves, mixing history and lore with contemporary scenes. Michael Nichols lives in Manhattan. This is his first book.
Author: Alan Gibbons Publisher: Orion Children's Books ISBN: 1444002856 Category : Juvenile Fiction Languages : en Pages : 352
Book Description
Late one night after a strange tube journey to Whitechapel in East London, Paul makes a new friend, John Redman - daring and enigmatic, just as Paul longs to be, away from his cloying mother (his only family - so he thinks). Redman charms Paul at once, but also a girl called Jude they meet on a night about town. A few days later, Paul learns that Jude has mysteriously died, and Redman has disappeared. Shortly after that, one of Paul's teacher dies suddenly - frightened to death - near where Jude's body was found. A link for sure. And Paul feels implicated, because both victims were known to him. He senses Redman, who comes and goes as it suits him, is involved as well. His new friend is dangerous. But so, we learn, is Paul. In uncovering the truth about Redman he learns shocking facts about himself. There's an evil curse loose in his family and Paul is the latest inheritor. The spree of death - camouflagued as copycat Jack the Ripper-style murders - will continue until Paul confronts the demon in himself head on.
Author: Dr. Lune A. Teek Publisher: Xlibris Corporation ISBN: 1664111174 Category : Social Science Languages : en Pages : 237
Book Description
What The Hell’s Wrong With America is a book about, well, what the hell’s wrong with America! It is the author’s contention that the one thing that causes more acrimonious intent, thoughts and acts than anything anyone can point to is race. Are you “black” or “white”? What makes you “black” of “white”? How did you become “Hispanic”? How did you become an “Arab” even if you’ve never been to Saudi Arabia?The answers may not be what you think. According to the author, this is due to the lack of the average man and woman’s understanding of the truth about what race is and what race is not. The author contends that as long as people keep referring to themselves as what they are referring to themselves as this country as well as the world will never experience the peace and prosperity they profess to want. The author states, “ Everyone wants to have a ‘Conversation’ about race but no one wants to consider that both sides will be starting and engaging in dialogue with false premises. In short, lies”. In this book you will be is asked powerful common sense questions about race that, in the author’s words, “you have never been asked before.” The author goes on to examine effective problem solving; the importance of having not just knowledge but correct knowledge; what “evil” is as well as the different forms that it manifests itself in, and how evil relates to the context of race as we have been taught to perceive it; the fictitious cultures both “black” and “white” people have created in an effort to solidify their concepts of these void constructs of “black” and “white”, and a lot more. The author started this book in 2015 at the height of civil unrest following several incidents of unarmed black men who were killed by police. In Chapter Five, the book explains how not to be killed during or at the end of a police interaction. There’s even a LGBTQ+ section dealing with the author’s views and insights on “gay” marriage. While the author states that the instructions given in this chapter may not be feasible for everyone, the chapter is a must read. And even though the author states that there will be secrets left untold it will be impossible for you to leave this book without a commitment to reexamine everything you have been taught. Starting with race. This book is a must read if you have been seeking insights on the truth about an issue that has in one way or another touched us all. Is America divided? Yes. But it doesn’t have to be. Read this book to understand how we got that way and what we can do to stop being that way. This book goes a long way to help one understand “What The Hell’s Wrong With America”. And that’s a good thing.
Author: Ethan Black Publisher: Simon and Schuster ISBN: 1439120145 Category : Fiction Languages : en Pages : 400
Book Description
Conrad Voort's family members have enforced the law in New York City for three centuries, since Manhattan was a Dutch colony. Raised from childhood to be a detective, he heads a vast cop clan, with its own code of honor and obligation. But now he faces his most dangerous adversary yet -- a man who has the power to destroy the family and will stop at nothing to prevent Voort from uncovering a terrible new kind of crime. Detective Voort and his beautiful fiancée, Camilla, are kayaking New York City's Hell's Gate, a treacherous section of the East River and graveyard for several centuries' worth of ships, when they spot a body floating in the water. The death seems related to a tragedy that happened in Hell's Gate over two hundred years ago. But could it also involve something more modern, menacing, and international in scope? With the help of TV producer Camilla and his partner, Mickie, Voort pursues the clues. But something doesn't feel right about the trail the dead man left behind. What starts out to be a complex investigation takes a sinister turn when Voort falls into the clutches of a man whose bloodless methods of persuasion have Voort stricken with real terror, for his family, his fiancée, and himself. But the man with the dead voice leaves Voort with few choices. Psychologically crippled, he can no longer confide in his fiancée or his partner. He must ignore the long-standing law of the clan -- and his brother officers -- and take action alone. Breathlessly paced and filled with Ethan Black's trademark explosive action, At Hell's Gate is a spellbinding new thriller that follows a man fighting to find the truth, save his family, and redeem himself.
Author: Darren Shan Publisher: Grand Central Publishing ISBN: 0446574376 Category : Fiction Languages : en Pages : 276
Book Description
New York Times bestselling novelist Darren Shan returns with the second book in his series The City. In the City, The Cardinal rules, and Al Jeery is a loyal member of his personal guard. But when Al is pulled from his duties at Party Central to investigate a murder, an unexpected discovery leads him in a new direction, where his loyalties and beliefs will be severely tested. Soon he is involved in a terrifying mystery that draws in the dead, the City's Incan forefathers, the imposing figure of The Cardinal, and the near-mythical assassin Paucar Wami. Wami is a law unto himself, a shadowy, enigmatic figure who can apparently kill anyone he chooses without fear of punishment or retribution. And Al is about to find out that he has a lot more in common with Wami than he could ever have imagined...
Author: Benjamin Vance Publisher: Benjamin Vance ISBN: 0985916869 Category : Fiction Languages : en Pages : 215
Book Description
Science Fiction novel purporting the Earth's magnetosphere is capable of transporting people and objects incompletely through mineral deposits in the Earth's mantle. Complete carnage at several automobile wreckage sites in the same general area prompts an astute law enforcement officer to investigate improbable outcome of the tragedies. Geologists and other scientists are brought in to render an opinion on how sun flares, coronal mass ejections and lightning can hamper, interfere with and even exacerbate electromagnetic spectra on earth, and by utilizing earth's magnetite deposits initiate molecular breakdown and transfer of materiel through and within the earth. Finally in the absence of a proper natural explanation, the investigators turn to the possibility of alien intervention and construction of transporting and DNA modifying technology that is responsible for the continuing tragedies.
Author: Shaun Belding
Author: Shaun Belding
Author: Alexander Thomas Rowe
Author: Michael Nichols
Author: Alan Gibbons
Author: Christopher Love
Author: Dr. Lune A. Teek
Author: Ethan Black
Author: William G. Kennedy
Author: Darren Shan
Author: Benjamin Vance