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Hug Your Haters by Jay Baer
Brief Summary
Hug Your Haters: How to Embrace Complaints and Keep Your Customers.
Haters are not your problem. . . .
Ignoring them is.
Eighty percent of companies say they deliver out¬standing customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.
The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics ("haters”) can now express their displeasure faster and more pub¬licly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to "pick their spots” when choosing to answer criticisms.
Bestselling author Jay Baer shows why that approach is a major mistake. Based on an exten¬sive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very differ¬ent motivations:
·Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest—phone, e-mail, and com¬pany websites. Offstage haters don’t care if any¬one else finds out, as long as they get answers.
·Onstage haters. These people are often disap¬pointed by a substandard interaction via tradi¬tional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions—they want an audience to share their righteous indignation.
Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. It includes specific play-books and formulas as well as a fold-out poster of "the Hatrix,” which summarizes the best strate¬gies for different situations. The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity.
Whether you work for a mom-and-pop store or a global brand, you will have haters—and you can’t afford to ignore them. Baer’s insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes.
ISBN:9781101980675
Author:Jay Baer
Self Transformation: Crawling the heights by C.T Muchiri Phd, MBS, ‘ndc’ (K) An Autobiography With Tatua Ole Karimi
We the People by Rev Timothy Njoya
Timothy Murere Njoya makes a decision to convert to Christianity. He is met with threats of a beating. The year is 1956. The Mau Mau had taken to the forest determined to win back the land stolen from them by British settlers.
Now, Njoya has an all-consuming purpose. Based on his newfound sovereignty, he dedicates his life to restoring the people’s humanity and the country’s nationhood.
His pursuit sees him thrice defrocked and, thrice left for dead, but he is thrice reinstated and thrice rises again, surviving against the odds to see the beginning of the realization of his dream—a Constitution based on the sovereignty of We the People.
Surrounded by Bad Bosses (And Lazy Employees): How to Stop Struggling, Start Succeeding, and Deal with Idiots at Work by Thomas Erikson
Internationally bestselling author Thomas Erikson has helped changed how the world thinks about behavior using a simple 4-color behavior analysis system. In Surrounded by Bad Bosses he applies that same system to revolutionize the workplace.
Everyone has had a bad boss. You might have one right now. You might even be one. Bad bosses are a fact of the workplace, whether they’re short-tempered, unclear about expectations, or too disorganized to manage so much as a stapler. But how do you not only survive a difficult boss, but help your career thrive despite them?
By identifying your boss’s behavior profile you’ll be better able to interact with them no matter what the situation. Erikson offers example stories and concrete steps to help you thrive in any work situation.
Of course, much as we love to blame our bosses, sometimes management isn’t the problem at all. For every bad boss there is also a lazy employee, so Erikson also looks at the issue from a completely different perspective—employees themselves— and explores why some colleagues frequently underachieve, and what you can do to change this if you're the boss.
Written with Erikson's signature humor and warmth, Surrounded by Bad Bosses (And Lazy Employees) will help you deal with the most hopeless managers and employees you can imagine—and keep you entertained along the way.
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Allegiant
What if your whole world was a lie?
What if a single revelation—like a single choice—changed everything?
What if love and loyalty made you do things you never expected?
The explosive conclusion to Veronica Roth's #1 New York Times bestselling Divergent trilogy reveals the secrets of the dystopian world that has captivated millions of readers in Divergent and Insurgent."
ISBN:7444113
Author:ROTH VERONICA
Reckless
Once upon a time, Tracy Whitney was one of the best thieves in the business. Then she settled down and had a child—a beautiful, bright, mischievous boy who was the center of her life. Tracy planned to spend the rest of her days quietly, living anonymously deep in the stunning Colorado mountains, devoted to raising her son. But tragedy forces her to face her greatest nightmare. Now, with nothing left to protect, this superb con artist, jewel thief, computer wizard, and cat burglar returns to the hunt, more dangerous, ruthless, and reckless than ever. The world faces a new terror threat from Group 99, a diverse collection of global hackers intent on the collapse of capitalism and private wealth and the creation of a new world order. When the group turns to violence—kidnapping an American investigative journalist, shooting a British military hostage, and blowing up an international industrialist—the mysterious woman pulling their strings, a wily and wealthy American known only as Althea, becomes the CIA’s most sought criminal. But their only hope of finding her is a woman with a dark and dangerous past of her own. A woman who has also successfully evaded detection by the authorities around the world: Tracy. Convinced that Althea is behind the deadly act that shattered her life, Tracy sets out on a global hunt to flush out her prey. But as she soon discovers, the truth is as elusive as her target. Hampered by corruption, lies, and enemies masked as allies, Tracy will be pushed to the brink, where she must face her darkest demons. All of her experience tells Tracy that the answers are right in front of her—if only she can look at the clues in the right way. Propelled by an unquenchable thirst for revenge, and with the fate of so many resting in her hands, just how reckless will Tracy become when she has nothing left to lose? An addictive tale of espionage, mystery, passion, greed, betrayal, and vengeance that takes you from the beautiful Rocky Mountains to Europe’s oldest and grandest cities, filled with a cast of intriguing characters both new and familiar, Sidney Sheldon’s Reckless is a glamorous thrill ride that will leave you breathless until its shocking end."
ISBN:2147483647
Author:Sidney Sheldon, Tilly Bagshawe
DIARY OF A WIMPY KID: RODRICK RULES
Secrets have a way of getting out, especially when a diary is involved.
Whatever you do, don't ask Greg Heffley how he spent his summer vacation, because he definitely doesn't want to talk about it.
As Greg enters the new school year, he's eager to put the past three months behind him . . . and one event in particular.
Unfortunately for Greg, his older brother, Rodrick, knows all about the incident Greg wants to keep under wraps. But secrets have a way of getting out . . . especially when a diary is involved.
Diary of a Wimpy Kid: Rodrick Rules chronicles Greg's attempts to navigate the hazards of middle school, impress the girls, steer clear of the school talent show, and most important, keep his secret safe.
ISBN:141324913
Author:KINNEY JEFF
The Secret by Rhonda Byrne
For the first time, all the pieces of The Secret come together in an incredible revelation that will be life-transforming for all who experience it.
In this book, you'll learn how to use The Secret in every aspect of your life -- money, health, relationships, happiness, and in every interaction you have in the world. You'll begin to understand the hidden, untapped power that's within you, and this revelation can bring joy to every aspect of your life.
The Secret contains wisdom from modern-day teachers -- men and women who have used it to achieve health, wealth, and happiness. By applying the knowledge of The Secret, they bring to light compelling stories of eradicating disease, acquiring massive wealth, overcoming obstacles, and achieving what many would regard as impossible.
The Big Book of Customer Service Training Games
Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate.
As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more."
ISBN:2147483647
Author:Peggy Carlaw, Vasudha Deming, Vasudha Kathleen Deming
Piano Manual Buying Using and Maintaining a Piano by John Bishop and Graham Barker
Brief Summary
Haynes manuals are now being published on a wide range of subjects, including musical instruments – and here comes coverage of one of the most popular and versatile instruments of all. This manual explains the essentials of buying a piano before moving on to the meat of the book – the care and maintenance of a piano.
A trouble-shooting section explains how to check condition and diagnose common piano ailments, and then three maintenance chapters follow, detailing different levels.
The ‘easy’ section covers routine tasks that anyone can and should do; ‘moderate’ looks at maintenance and repair that someone with good DIY skills can achieve; and ‘advanced’ covers work that is usually best left to professionals but that it’s nonetheless good to know about.
ISBN:9781844254859
Author:John Bishop and Graham Barker
Working with Emotional Intelligence by Daniel Goleman
Brief summary
Do you have what it takes to succeed in your career?
The secret of success is not what they taught you in school. What matters most is not IQ, not a business school degree, not even technical know-how or years of expertise. The single most important factor in job performance and advancement is emotional intelligence.
Emotional intelligence is actually a set of skills that anyone can acquire, and in this practical guide, Daniel Goleman identifies them, explains their importance, and shows how they can be fostered.
For leaders, emotional intelligence is almost 90 percent of what sets stars apart from the mediocre. As Goleman documents, it's the essential ingredient for reaching and staying at the top in any field, even in high-tech careers.
And organizations that learn to operate in emotionally intelligent ways are the companies that will remain vital and dynamic in the competitive marketplace of today—and the future.
Comprehensively researched, crisply written, and packed with fascinating case histories of triumphs, disasters, and dramatic turnarounds, Working with Emotional Intelligence may be the most important business book you'll ever read.
Drawing on unparalleled access to business leaders around the world and studies in more than 500 organizations, Goleman documents an astonishing fact: in determining star performance in every field, emotional intelligence matters twice as much as IQ or technical expertise.
Readers also discover how emotional competence can be learned. Goleman analyzes five key sets of skills and vividly shows how they determine who is hired and who is fired in the top corporations in the world. He also provides guidelines for training in the "emotionally intelligent organization," in chapters that no one, from manager to CEO, should miss.
Working with Emotional Intelligence could prove to be the most important reference for bottom-line businesspeople in the first decades of the 21st century
ISBN:9780553378580
Author:Daniel Goleman
Enemies of your Destiny
The journey towards your destiny is riddled by pretty big challenges. Rising to these challenges and navigating your way through the rough waters of life is the way you discover who you truly are as a person, so that you can decide who you want to be.
This book captures two main challenges we all go through. The challenge to find our purpose and the challenge to use our purpose to save lives. Joseph’s life brings to our attention that life is about losing something in order to gain something better.
ISBN:2147483647
Author:Rev. Tobias Jairo
Hot Flat and Crowded by Thomas Friedman
Brief Summary
Hot, Flat, and Crowded: Why We Need a Green Revolution – and How It Can Renew America
In this brilliant, essential book, Pulitzer Prize-winning author Thomas L. Friedman speaks to America's urgent need for national renewal and explains how a green revolution can bring about both a sustainable environment and a sustainable America.
Friedman explains how global warming, rapidly growing populations, and the expansion of the world’s middle class through globalization have produced a dangerously unstable planet--one that is "hot, flat, and crowded." In this Release 2.0 edition, he also shows how the very habits that led us to ravage the natural world led to the meltdown of the financial markets and the Great Recession.
The challenge of a sustainable way of life presents the United States with an opportunity not only to rebuild its economy, but to lead the world in radically innovating toward cleaner energy. And it could inspire Americans to something we haven't seen in a long time--nation-building in America--by summoning the intelligence, creativity, and concern for the common good that are our greatest national resources.
Hot, Flat, and Crowded is classic Thomas L. Friedman: fearless, incisive, forward-looking, and rich in surprising common sense about the challenge--and the promise--of the future.
ISBN:9780374166854
Author:Thomas Friedman
DIARY OF A WIMPY KID LAST STRAW
Let's face it: Greg Heffley will never change his wimpy ways. Somebody just needs to explain that to Greg's father.
You see, Frank Heffley actually thinks he can get his son to toughen up, and he enlists Greg in organized sports and other "manly" endeavors. Of course, Greg is able to easily sidestep his father's efforts to change him. But when Greg's dad threatens to send him to military academy, Greg realizes he has to shape up . . . or get shipped out.
ISBN:141324920
Author:KINNEY JEFF
DIARY OF A WIMPY KID: THE UGLY TRUTH
Greg Heffley has always been in a hurry to grow up. But is getting older really all it's cracked up to be?
Greg suddenly finds himself dealing with the pressures of boy-girl parties, increased responsibilities, and even the awkward changes that come with getting older—all without his best friend, Rowley, at his side. Can Greg make it through on his own? Or will he have to face the "ugly truth"?"
ISBN:141340821
Author:KINNEY JEFF
How To Write
Are you sometimes unsure of how to write a business letter or a social note? Do you come up blank when you have to compose a press release, a complaint, a request for a credit check, or a wedding invitation?
Now there’s help. Every form of written correspondence has its own protocol, and this authoritative yet easy-to-use reference book presents the best advice on writing all of them.
How to Write It includes models and advice for virtually any situation, ranging from direct-mail pieces to party invitations, resumes to collection letters, proposals to notes of congratulation, product orders to thank-you notes. Your complete guide to everything you need to write, this indispensable volume also includes:
A time-saving compendium of over 250 samples that can be used as templates to suit any situation.
Grammar and punctuation guides
An appendix on bias-free language for the new millennium
How to adapt traditional forms of communication
to e-mail and the Internet without losing any clarity of expression.
Forms of address for everyone from your next-door neighbor to royalty.
How to Write It deals with every type of letter and document, from the ones we enjoy writing to the ones we dread. Indexed for immediate answers, this quick-reference guide is an invaluable tool for every home, business, or classroom writer.
ISBN:1607740322
Author:LAMB SANDRA E.
Trusted Advice Your New Baby
Brief summary
Caring for your newborn during the first six months
From parenting Guru Dr Miriam Stoppard comes the Trusted Advice series; providing warm and reassuring advice and guidance for every step of the way. With a fresh, contemporary feel and affordable price, these books are perfect for reading cover to cover or to dip in and out of for quick reference.
Clear, concise directions show you how to feed, bathe, hold and deal with your baby in a reassuring way. Featuring step-by-step illustrations and photo demonstrations, this book presents essential information as clearly as possible.
As well as dealing with key issues such as sleeping, going out and comforting your baby, the book includes information on how girls and boys develop differently and how to adapt care for their individual needs.
"
ISBN:9781405356527
Author:Miriam Stoppard
Through My African Eyes by Jeff Koinange
"Through My African Eyes!” is a concise narrative covering some of the major players in 20th century African politics. The book is rich with insights into the personal and intellectual underpinnings of many historical events in Africa. Chronicles of some pretty interesting Africans from warlords, soldiers, victims and politicians lend insight into Jeff’s celebrated journalistic style. Through his eyes we are made to understand the role of journalist’s as binders of our social fabric.
"Through My African Eyes” is very informative and quite humorous, utilizing a modern quick precise narrative style. He is able to describe complex global geopolitical issues with incisive analysis. The book surf’s one through the experience with speed and historical accuracy. We see the visual the words impart, rather than being stuck in prose. The best part is being able to walk the journey informed by a largely Kenyan perspective. Jeff outlines clearly how biased reportage can splinter any society and promote its disintegration by pandering to people’s lowest instincts.
The narrative draws out lesser-known aspects of his life. Jeff’s unblinking examination of his grandfather’s life is historically illuminating and serves as a symbolic bridge between the beginning and the end of colonialism. Jeff is the first African ever to win a Television Emmy and a George Foster Peabody. He merited the Vernon Jarrett Award as well as the prestigious! ‘Prix Bayeux’ for reportage that arrested global crises."
Divergent by Roth Veronica
Paperback features over fifty pages of bonus materials, including a sneak peek of Insurgent, an author Q&A, a discussion guide, a Divergent playlist, faction manifestos, and more! In Beatrice Prior's dystopian Chicago world, society is divided into five factions, each dedicated to the cultivation of a particular virtue—Candor (the honest), Abnegation (the selfless), Dauntless (the brave), Amity (the peaceful), and Erudite (the intelligent).
On an appointed day of every year, all sixteen-year-olds must select the faction to which they will devote the rest of their lives.
For Beatrice, the decision is between staying with her family and being who she really is—she can't have both. So she makes a choice that surprises everyone, including herself. During the highly competitive initiation that follows, Beatrice renames herself Tris and struggles alongside her fellow initiates to live out the choice they have made.
Together they must undergo extreme physical tests of endurance and intense psychological simulations, some with devastating consequences. As initiation transforms them all, Tris must determine who her friends really are—and where, exactly, a romance with a sometimes fascinating, sometimes exasperating boy fits into the life she's chosen.
But Tris also has a secret, one she's kept hidden from everyone because she's been warned it can mean death. And as she discovers unrest and growing conflict that threaten to unravel her seemingly perfect society, she also learns that her secret might help her save those she loves . . . or it might destroy her. Veronica Roth is the New York Times bestselling author of Divergent, the first in a trilogy of dystopian thrillers filled with electrifying decisions, heartbreaking betrayals, stunning consequences, and unexpected romance."