Don’t just give them customer service. Give them Super Service!For more than a decade, customer service professionals have turned to Super Service for the very best advice on dealing with demanding, dissatisfied, and downright difficult customers.Now, it has been completely revised and expanded to address today’s unique customer-service issues.Super Service, 2nd Edition teaches you how to deliver great service in a way that enriche...

Memoir of a long time North N.J. cab driver. Born in Hoboken and raised in Rutherford N.J. ,he starts hacking in 1983, , continuing for decades . He relays true stories of the most exciting and most dangerous job in the world. One day in 1997 he meets a tv producer in the cab whom he gives several ideas for a developing tv show that were used and became very popular . The book took me just about a year to write and is a true story. I am also open to making a movie based on the book; contac...

"All things have purpose. And I will find the good in everything that shows up in my life" - Aaron KennardWARNING: DO NOT READ THIS BOOK UNLESS YOU ARE READY TO START FEELING AMAZING EVERY DAY.What would it be like to stop feeling blindsided by life?To wake up feeling thrilled to be alive regardless of your circumstances?To feel happy and at peace even when all hell is breaking loose around you?You're about to discover the Positive Thinking Secret th...

The New York Times bestseller that changed the way millions communicate“[Crucial Conversations] draws our attention to those defining moments that literally shape our lives, our relationships, and our world. . . . This book deserves to take its place as one of the key thought leadership contributions of our time.”—from the Foreword by Stephen R. Covey, author of The 7 Habits of Highly Effective People“The q...

Indonesian Ferry Sinks. Peruvian Bus Plunges Off Cliff. African Train Attacked by Mobs.Whenever he picked up the newspaper, Carl Hoffman noticed those short news bulletins, which seemed about as far from the idea of tourism, travel as the pursuit of pleasure, as it was possible to get. So off he went, spending six months circumnavigating the globe on the world's worst conveyances: the statistically most dangerous airlines, the most crowded and dangerous ferries, th...

Unleash Your Irresistibility!"Make Every Man Want You gives every woman the tools she needs to unlock her inner magnet."--Kelly RipaLet's make one thing clear: this book is like no other dating book you've read. There are no rules, no list of things to do to land a husband in thirty days, and no reason to blame yourself if “he's just not that into you.” Please. Throw those books away.Instead, let's focus on you--and ...

Since the Victorian era, London's Underground has had played a vital role in the daily life of generations of Londoners. In The Subterranean Railway, Christian Wolmar celebrates the vision and determination of the nineteenth-century pioneers who made the world's first, and still the largest, underground passenger railway: one of the most impressive engineering achievements in history.From the early days of steam to electrification, via the Underground's contribution to twe...

Rainmakers are not born. They are made. And Jeffrey Fox's powerful How to Become a Rainmaker will get you there.Now Updated and with New Success Tips!Filled with smart tips given in the Fox signature style, counter-intuitive, controversial, and practiced, this hard-hitting collection of sales advice shows readers how to woo, pursue, and finally win any customer. In witty, succinct chapters, Fox offers surprising, daring, and totally practical wisdo...

Why do people in Stockholm prefer to take the stairs over the escalator? Why do Londoners enjoy hanging out at bus stops? How do carmakers convince us to buy gas-guzzling, environmentally damaging, and wallet-draining machines? It's called the fun theory. What Darrin Nordahl illustrates in this delightful book is that transit can be just as inviting, exciting, and even seductive as the automobile, if designed with the passenger experience in mind.In Making Transit Fun!, No...

Praise for THE APPLE EXPERIENCE"There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine's book will help you understand and implement the same kind of world-class experience."--Guy Kawasaki, author of Enchantment: The Art of Changing Hearts, Minds, and Actions and former chief evangelist of Apple"Carmine Gallo...

Make simple sense of complex financial information!The high-profile accounting scandals of recent years have made one thing clear: You can't know too much about the company for which you work. What are the numbers? Where do you find them? How do they affect you and your staff?This fully revised and updated third edition of The McGraw-Hill 36-Hour Course: Finance for Nonfinancial Managers provides a firm grasp on what all the numbers really mean. Designed to let y...

With a Foreword by Jim Cora, former Chairman of Disneyland International"A leadership blueprint, applicable in any organization." -- Captain D. Michael Abrashoff, U.S. Navy (Ret.), and author of It's Your Ship"When I first arrived at The Walt Disney Company, I was surprised to find I had to go back to school--at Disney University! There, I learned the fundamentals of guest service that consistently gave Disney a tremendous advantage in the mark...