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.
At age thirty-eight, Navy Dr. Richard Jadick was too old to be called up to the front lines-but not too old to volunteer. This is the inspiring story of one man's decision to enter into the fray-and a compelling account of courage under fire. Both wrenching and uplifting, On Call in Hell is a portrayal of brothers-in-arms that few will be able to forget. Awarded a Bronze Star with a Combat V for valor, Jadick has become a modern American legend-and a true American hero.
Sissy and Lola are best friends, next-door neighbors, and now... murder solvers? When Sissy picks up a lost flip-phone and follows the instructions from the stranger on the other line, she and Lola are flung into an investigation of a grisly crime. With each new phone call, the girls are dug deeper into a conspiracy that threatens their lives--and possibly their friendship. But with no way to escape the dreaded calls, the only way out is to unravel the mystery.
Seventeen-year-old Nick buys a used cell phone only to call his girlfriend, but strange and desperate people keep calling--one of them a denizen of Hell--begging for or demanding his help.
Millions of Christians have struggled with how to reconcile God's love and God's judgment: Has God created billions of people over thousands of years only to select a few to go to heaven and everyone else to suffer forever in hell? Is this acceptable to God? How is this "good news"? Troubling questions—so troubling that many have lost their faith because of them. Others only whisper the questions to themselves, fearing or being taught that they might lose their faith and their church if they ask them out loud. But what if these questions trouble us for good reason? What if the story of heaven and hell we have been taught is not, in fact, what the Bible teaches? What if what Jesus meant by heaven, hell, and salvation are very different from how we have come to understand them? What if it is God who wants us to face these questions? Author, pastor, and innovative teacher Rob Bell presents a deeply biblical vision for rediscovering a richer, grander, truer, and more spiritually satisfying way of understanding heaven, hell, God, Jesus, salvation, and repentance. The result is the discovery that the "good news" is much, much better than we ever imagined. Love wins.
She never meant to sell her soul… least of all to Lucifer. The devil has taken her sister. Now she's going to bring her back, even if that means travelling through all nine circles of hell. Luckily, she's not alone: An angel with a dark past. A wolf with anger issues. A hellhound who's actually quite cuddly. Yes, this is a journey into hell. Grab your tissues and snacks for this will be a rollercoaster into darkness. A paranormal reverse harem romance based on Dante's Inferno, but with a kickass heroine instead of a lovesick old poet. If you love alpha heroes, strong heroines, action-packed fantasy and steamy romance, start the Infernal Descent series today! Also available as audiobook! Reading order: Hell's Calling Hell's Weeping Hell's Burning
***2021 NATIONAL BOOK AWARD WINNER*** ***THE NATIONAL BESTSELLER*** Winner of the 2021 Sir Walter Raleigh Award for Fiction, Joyce Carol Oates Literary Prize Finalist, 2022 Chautauqua Prize Finalist, Willie Morris Award for Southern Writing Shortlist, 2021 Aspen Words Literary Prize Shortlist, 2022 Maya Angelou Book Award Shortlist, 2022 Carnegie Medal Longlist A Read With Jenna Today Show Book Club Pick! An Ebony Magazine Publishing Book Club Pick! One of Washington Post's 50 Notable Works of Fiction | One of Philadelphia Inquirer's Best Books of 2021 | One of Shelf Awareness's Top Ten Fiction Titles of the Year | One of TIME Magazine’s 100 Must-Read Books | One of NPR.org's "Books We Love" | EW’s "Guide to the Biggest and Buzziest Books of 2021" | One of the New York Public Library's Best Books for Adults | San Diego Union Tribune—My Favorite Things from 2021 | Writer's Bone's Best Books of 2021 | Atlanta Journal Constitution—Top 10 Southern Books of the Year | One of the Guardian's (UK) Best Ten 21st Century Comic Novels | One of Entertainment Weekly's 15 Books You Need to Read This June | On Entertainment Weekly's "Must List" | One of the New York Post's Best Summer Reading books | One of GMA's 27 Books for June | One of USA Today's 5 Books Not to Miss | One of Fortune's 21 Most Anticipated Books Coming Out in the Second Half of 2021 | One of The Root's PageTurners: It’s Getting Hot in Here | One of Real Simple's Best New Books to Read in 2021 An astounding work of fiction from New York Times bestselling author Jason Mott, always deeply honest, at times electrically funny, that goes to the heart of racism, police violence, and the hidden costs exacted upon Black Americans and America as a whole In Jason Mott’s Hell of a Book, a Black author sets out on a cross-country publicity tour to promote his bestselling novel. That storyline drives Hell of a Book and is the scaffolding of something much larger and more urgent: Mott’s novel also tells the story of Soot, a young Black boy living in a rural town in the recent past, and The Kid, a possibly imaginary child who appears to the author on his tour. As these characters’ stories build and converge, they astonish. For while this heartbreaking and magical book entertains and is at once about family, love of parents and children, art and money, it’s also about the nation’s reckoning with a tragic police shooting playing over and over again on the news. And with what it can mean to be Black in America. Who has been killed? Who is The Kid? Will the author finish his book tour, and what kind of world will he leave behind? Unforgettably told, with characters who burn into your mind and an electrifying plot ideal for book club discussion, Hell of a Book is the novel Mott has been writing in his head for the last ten years. And in its final twists, it truly becomes its title.
Rob Bell’s book, Love Wins, has generated a national conversation about ultimate issues, such as the nature of hell, heaven, and the ultimate destiny of humankind. Yet, the book has also created unnecessary confusion. God Wins is a response to the provocative questions Love Wins has raised. In God Wins, Mark Galli explores the important questions that are left unasked and the issues left uncharted. Mark shows how Love Wins is not enough—and that there is even better news for our world. Includes a group-discussion guide with relevant Scripture passages.
A riveting portrait of a rural Pennsylvania town at the center of the fracking controversy Shale gas extraction—commonly known as fracking—is often portrayed as an energy revolution that will transform the American economy and geopolitics. But in greater Williamsport, Pennsylvania, fracking is personal. Up to Heaven and Down to Hell is a vivid and sometimes heartbreaking account of what happens when one of the most momentous decisions about the well-being of our communities and our planet—whether or not to extract shale gas and oil from the very land beneath our feet—is largely a private choice that millions of ordinary people make without the public's consent. The United States is the only country in the world where property rights commonly extend "up to heaven and down to hell," which means that landowners have the exclusive right to lease their subsurface mineral estates to petroleum companies. Colin Jerolmack spent eight months living with rural communities outside of Williamsport as they confronted the tension between property rights and the commonwealth. In this deeply intimate book, he reveals how the decision to lease brings financial rewards but can also cause irreparable harm to neighbors, to communal resources like air and water, and even to oneself. Up to Heaven and Down to Hell casts America’s ideas about freedom and property rights in a troubling new light, revealing how your personal choices can undermine your neighbors’ liberty, and how the exercise of individual rights can bring unintended environmental consequences for us all.
