In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain - they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a company s customer service doesn t adapt ...
In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain – they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyÆs customer service doesnÆt adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what todayÆs customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call “Service Calm”. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.
"Raw. Smart. Quick-witted. Mouthwatering. Just a few adjectives that describe this exquisite tale. Do not let this unforgettable story, or its incredible cast of characters, slip by you." —DARYNDA JONES, New York Times bestselling author A rip-roarin' new snarky, sexy sci-fi romance with the perfect balance of humor, heat, and heart! Now that Texas has seceded and the world is spiraling into chaos, good guys come in unlikely packages and love sprouts in the most inconvenient places... Rogue scientist * technologically enhanced * deliciously attractive Heron Farad should be dead. But technology has made him the man he is today. Now he heads a crew of uniquely skilled outsiders who fight to salvage what's left of humanity: art, artifacts, books, ideas-sometimes even people. People like Mari Vallejo. Gun for hire * Texan rebel * always hits her mark Mari has been lusting after her mysterious handler for months. But when a by-the-book hit goes horribly sideways, she and Heron land on the universal most wanted list. Someone set them up. Desperate and on the run, they must trust each other to survive, while hiding devastating secrets. As their explosive chemistry heats up, it's the perfect storm... Wanted and Wired Series: Wanted and Wired (Book 1) Perfect Gravity (Book 2) More praise for Wanted and Wired: "Wanted and Wired delivers a high-octane adventure with riveting twists and turns, fresh yet gritty characters, and miles of sci-fi sizzle. I loved it!"—Amanda Bouchet, award-winning author of A Promise of Fire
"This book comprehensively details the path of feeling. Once one has a long drink of the experience of feeling that Callahan writes about, it will be difficult to quench one’s thirst for it with less." -Timothy S. Bennett, writer, artist and filmmaker "An owner’s manual for Sane Human Being! Pretty soon you’ll reclaim who you have always been, who you came here to be: deep and authentic feeling, conscious life, and a chance to play a part in the healing of our collective nightmare." -Malidoma Patrice Somé, PhD, author, healer, African Shaman "For modern seekers, responding to the call for initiation into relationship, here is an open invitation. As with all true rites of passage, there is no promise of safety along the way, and, the potential for transformation is boundless." -Sally Erickson, artist, psychotherapist, community organizer, and film producer. This book is about feelings, and the ways that we, as individuals and as a culture, have numbed ourselves against them. It is about unleashing the possibility of using your conscious feelings to re-shape your life around what really matters to you. Conscious Feelings introduces readers to the concept of the "personal numbness bar" –– a measure set high by modern culture as a way of keeping everything "cool," under control, and consequently out of touch. This book provides the insight and the means for lowering that numbness bar. "You can feel more wisely and effectively," the author asserts. You can regain the intelligence and energy of your feelings, so long denied and dressed up to appear acceptable. "Being cool," Callahan states, "allows you to look the other way about schooling, prescription drugs, corporate wrongdoing, corruption, pollution, injustice, your life purpose, your love life, and your job," and to accept the generic malaise that characterizes so many ordinary relationships. The central framework of the book is built with the Ten Distinctions for Consciously Feeling, including: Learning the potent difference between thoughts and feelings. Sorting out feelings (based in the present) from emotions (based in the past, on cultural or religious beliefs). Experiencing how feelings are absolutely-neutral energy and information, neither good nor bad, neither positive nor negative, yet extremely useful in your adult life. Each chapter is enriched with THOUGHTMAPS—clear diagrams of ways you presently think and ways you could possibly think—supported by an abundance of practical experiments t
The gold standard reference for all those who work with people with mental illness, Kaplan & Sadock's Comprehensive Textbook of Psychiatry, edited by Drs. Robert Boland and Marcia L. Verduin, has consistently kept pace with the rapid growth of research and knowledge in neural science, as well as biological and psychological science. This two-volume eleventh edition offers the expertise of more than 600 renowned contributors who cover the full range of psychiatry and mental health, including neural science, genetics, neuropsychiatry, psychopharmacology, and other key areas.
“Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results.” —Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA) Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today's innovation-hungry economy. The challenge is customers often don't know precisely what they want. As Henry Ford is reputed to have said, “If I had asked people what they wanted, they would have said faster horses." To surprise and awe your customers, Chip Bell advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers' hopes and aspirations, not just their needs and expectations. Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity. Using examples from organizations like McDonald's, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, Bell shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer.
