Book Description
Here they are . . . 50 stories of the worst customer service in America. We've all been at the receiving end of poor or just downright bad customer service, but best selling author and professional speaker Hal Becker, the #1 salesperson for Xerox in his earlier career, tells it like it is.
Let's face it. Getting good customer service these days is about as easy as winning the lottery. In this enlightening collection of true stories, Hal Becker takes a look at how bad customer service has gotten. But, while he's at it he also makes suggestions as to what can be done to improve it. Also, on the flip side of the coin—the book features interviews with the 10 best companies that are the tops at meeting the needs of their customers and providing exemplary customer service and free help (rather than a lot of “lip service”).
"Hal Becker has done it again. . . . a light-hearted approach to a serious issue facing all businesses today . . . how to serve and keep customers."—Ray Gross, Senior Vice President, ADT Security Services "Hal Becker's new book is a classic about customer service. It has given me a lot to think about and a new motivation to always satisfy the customer."—Pat Williams, General Manager, Orlando Magic
"This is a great book for anyone whose livelihood depends on serving consumers or customers. Those who manage service environments would do well to require their employees to read these instructive stories. It's a fun way to do important training."—Joel Hyatt, Founder, Hyatt Legal Services
"Hal Becker's creative 'what should be done' approach makes the anecdotal stories a unique training book on customer service, one that is entertaining and educational."—Peter T. Gaughn, President & CEO, PIP Printing
Customer Reviews:
Quick read, enjoyable, instructive.......2002-01-07
Every one of us has encountered horrible customer service. We've each had those experiences where we'd like to just grab some executive by the shirt collar and scream, "Do you have any idea what you're doing? Don't you want me to be your customer??"
Hal Becker has been down that same road of lousy service, but he's said something about it. "Lip Service" is a monument to lousy customer service, written by a man who has enjoyed a career as an award-winning salesman, sales trainer, business owner, and professional speaker. What a bully platform! And Becker uses it.
I'd like to say Becker pulls no punches in this book, but that's not quite true. Many of his examples make it obvious, without identifying the company, who he's talking about. Other references are more obscure. As an angry customer myself, on too many occasions, I'd like to be much more aggressive in naming names, dates, and specifics. I can just imagine this author sitting in a law library in his attorney's office while his legal advisors read the original manuscript. "No, you can't say that. You're asking for a heavy lawsuit" "That's bordering on libel; I can't let you say that." And Becker's protesting against his attorney's protective advice. "But, I wanna . . . ." The "Don't" prevailed, but quite a bit of really juicy stuff still crept in.
Becker's consultant hat is on in this book. He tells the story (while the reader cheers), then provides a response of what should have been done. Again the reader will shout "Right on!" So, it's a fun read from this perspective, like enjoying one of those hard-hitting investigative television news shows.
But this book has even more value as a customer service textbook. Everyone in a role of serving customers, especially in those high-contact retail environments, should read this book. Customer service is more than lip service, and Lip Service makes that clear.
You'll get a kick out of the writing style in this book. In the fifty humorous stories, Becker sounds like a combination of an impatient New Yorker, Seinfeld, and Mr. Everyman. The book closes with strong, instructive interviews with ten (profitable, naturally) companies that do customer service the right way.
Hal Becker is speaking for us. Have fun with this book, then give it to your favorite customer service specialist who needs some serious help.
Good reading, low on information.......2001-10-20
The book was well written and made for entertaining reading. However, the materials were more like a pep talk on good customer service. I needed, and expected, more straight-forward tips of how to implement an improved service program.
Book Description
Where Does Your Favorite President Rank?
Based on a completely new nationwide survey prepared exclusively for this edition of Presidential Leadership, two of America's most prominent institutions, The Wall Street Journal and the Federalist Society, explore just what it is that makes a president great and then rank each from best to worst. Now with updated chapters on Bush and "Leadership in the Midst of Controversy," a wide range of eminent scholars, journalists, and political leaders evaluate the competence of our nation's chief executives, including that of George W. Bush's first complete term in office.
From John McCain on Teddy Roosevelt to Kenneth Starr on Richard Nixon, editors James Taranto and Leonard Leo have collected a series of lively, provocative, and highly readable essays evaluating the terms of each of the forty-three U.S. presidents. Other contributors include Douglas Brinkley on James Polk, Melanie Kirkpatrick on Millard Fillmore, Jay Winik on Abraham Lincoln, and Lynne Cheney on James Madison. Fascinating and often surprising, the book reveals who was voted the most controversial and who was the most over- and underrated from the nationwide survey of liberal and conservative scholars, balanced to reflect the political makeup of the U.S. population as a whole. Presidential Leadership is a pleasure to read and an authoritative reference for every library.
Download Description
What makes a president great? Two of America's most prominent institutions, The Wall Street Journal and the Federalist Society, with the help of a wide array of eminent scholars, journalists, and political leaders, tackle this question in Presidential Leadership, the definitive ranking of our nation's chief executives.
Customer Reviews:
Conservative.......2007-06-17
I bought this book expecting to find a fair and balanced view of the Presidency. What I got was a bunch of right wing nut jobs (Meese, Cheney, Bork, etc.) pontificating their conservative views. If you are not a right wing hack, then do not buy this book. It puts Ronald Reagan 6th all time! Absolutely absurd.
Excellent primer on the presidents; diverse ideological perspectives.......2007-05-23
Although this book is presented by the Wall Street Journal and the conservative Federalist Society, great pains are taken to include diverse (i.e. not just conservative) political perspectives, at least in the presidential rankings section. The essays, by and large, have a slight conservative bent, but so long as that is taken into account, the book can be an enjoyable, informative read for liberals and conservatives alike. Each president is profiled in about 3-5 pages; making this an excellent way to get acquainted with the 42 men who have held the office, and it prompted me to do some more investigation. Also included are a few essays about topics such as economic policy leadership, which I found to be particularly enjoyable. On a final note: I would like to see the ratings updated again. Republican/conservative scholars actually rated George W. Bush as the 7th best president in history at the time that the rankings were compiled. Bill Clinton's presidency looks better than 22nd in retrospect, as well.
A disappointing read.......2007-03-24
A strange schizophrenic book. There is not much to be learned about what made a president either great, or a failure from reading this book. Strangely, the 3-4 page vignettes written for each president by the "celebrity" authors spend little if any time explaining, or even listing the accomplishments and failures of their subject president. The book lists Jefferson as one of the "Great" presidents - yet read the vignette and you would think him one of the worst. This strange pattern extends across the descriptions of most of the presidents. The best part of the book is the appendix where the statistical results from surveys of academics from within the disciplines of Political Science, History and Law are presented. I left the plane at IAD and forgot the book in the seat pocket - with no regret at all! I would skip this one, or maybe you will get lucky and find one on the American flight between IAD and DFW, even then it may be a waste of your time.
Wayne
It Rings True.......2007-02-16
Many Democrats will object to the ranking of the last two Democrat Presidents in this book, but the rankings were not done by a panel of Republicans, but by a mixed panel. Carter is ranked very low and Clinton only average; but George H. W. Bush was ALSO ranked only average. George W. was too new in the job to be included in this book; but Reagan received high marks, as even the Democrats now would concede he deserves. It took a decade but finally after his death Democrats have honored him with praise; some former USSR towns have erected statues of him for ending the Cold War. He also reduced a punishingly high top tax rate and did wonders for the economy which fueled the tech successes of the 1990s.
I viewed this book as fair. Even Clinton fans should be able to judge his two terms fairly and see that it was a period of "treading water" (perhaps when we should have been beefing up our military and taking seriously the growing international threats.) Many who are not his fans may say they were too generous to him and nothing substantial was achieved. The cult of personality will, perhaps, have to die out before certain people see him as he was.
As for George W. Bush, time will have to tell how he is judged. Certainly, at the moment, many would count him among the best for aggressively addressing what we see as a world-wide existential threat; and of course others don't see it his way and would judge him harshly. There is hardly a middle ground on this one. It will be awhile before this is settled.
The book is worth reading.
Hmmmmmmmm.......2006-11-13
If anyone believes a book with contributions from Peggy Noonan, Lynn Cheney, William Bennet, Robert Bork, and Ed Meese is going to be fair and objective, he/she might also like to buy some ocean-front property in Nebraska.
Average customer rating:
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The Shoelace Book: A Mathematical Guide to the Best (And Worst) Ways to Lace Your Shoes (Mathematical World) (Mathematical World)
Burkard Polster
Manufacturer: American Mathematical Society
ProductGroup: Book
Binding: Paperback
 General
| Science
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General
| Mathematics
| Science
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Probability & Statistics
| Applied
| Mathematics
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Stochastic Modeling
| Applied
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All Titles
| Qualifying Textbooks - Fall 2007
| Stores
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Computers & Internet
| Qualifying Textbooks - Fall 2007
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| Qualifying Textbooks - Fall 2007
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Science
| Qualifying Textbooks - Fall 2007
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ASIN: 0821839330 |
Product Description
Crisscross, zigzag, bowtie, devil, angel, or star: which are the longest, the shortest, the strongest, and the weakest lacings? Pondering the mathematics of shoelaces, the author paints a vivid picture of the simple, beautiful, and surprising characterizations of the most common shoelace patterns. The mathematics involved is an attractive mix of combinatorics and elementary calculus. This book will be enjoyed by mathematically minded people for as long as there are shoes to lace.
Book Description
This comprehensive resource helps lawyers and non-lawyers know which legal web sites are worth their time, which aren't, and why. Organized into more than 30 specific areas of legal expertise, it includes information about web sites on administrative law, bankruptcy, consumer protection, estate planning, immigration, intellectual property, Internet law, job listings, legal news, public records, and real estate. Each site is reviewed and assigned a rating of up to five stars, creating an invaluable research tool for lawyers, law librarians, paralegals, and anyone interested in legal resources on the web.
Customer Reviews:
An Expert Highlights the Best Internet Legal Resources.......2004-08-03
This is a superior book that will be an asset to any lawyer using the Internet. Ambrogi is a recognized expert, author of a regular column in Law Technology News, and this book benefits from his detailed knowledge of the subject. Well organized and well written, this book shows how good an Internet legal reference can be.
Book Description
Do you believe in a country without a monetary system, financial anxiety, bills to pay and where everything is free? Where is this country? Do you know how to successfully socialize and deal with foreigners? Why our American democracy will never work in Iraq or in any Arab or Muslim country! How about America's hottest gossip and our leaders and celebrities accusations and predictions?
Book Description
Using examples taken mostly from the airline industry (although the lessons apply to ANY business), this book shows the importance of having a highly motivated workforce, HOW to create one, and how employees who are happy at work directly impact customer service and profits.
Customer Reviews:
Duh! Lessons in Employee Motivation.......2004-08-18
Just finished reading this and am ordering one for all our department heads. The author has a great writing style; conversational, humorous, and has a way of making the point memorable, without being preachy. This is a great read.
DUH! Lessons in Employee Motivation.......2004-08-10
This book is GREAT! It doesn't "preach" to you, but gives so many perfect examples of how managers screw up --- and then illustrates what we can do to create a really productive, happy, motivated work environment. It's a must read, and we ordered one for every supervisor.
Average customer rating:
- No Challenging Historical Treatise, Just Fun Facts
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Extreme War: The Biggest, Best, Bloodiest, and Worst in Warfare
Terrence Poulos
Manufacturer: Citadel
ProductGroup: Book
Binding: Hardcover
General
| Military
| History
| Subjects
| Books
World
| History
| Subjects
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| 17th Century
| 18th Century
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| 20th Century
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ASIN: 0806527307 |
Book Description
The Legendary Leaders, Weapons, Battlefields, And Tactics That Defined 4,000 Years Of Warfare
What was the most effective infantry weapon of the Medieval world? Which defeat was the worst ever suffered by a Roman army? Was Erwin Rommel the best general of World War II, or the most overrated? And which legendary military leader endured the most embarrassing commanding debut in history?
The answers to these and hundreds more of the questions regularly asked and argued over by armchair generals are brought together in one illustrated compilation. Within this thought-provoking and comprehensive volume, you'll witness the first victory won through small arms fire (Cerignola, April 1503) and walk among the worst army ever assembled (the rabble led by Peter the Hermit in the First Crusade), visit the greatest castle (the Crusader fortress of Krak de Chevaliers, in Syria) and fire the most common firearm in history, the Brown Bess. The topics are examined in fascinating detail, with careful analysis of how and why each leader, weapon, battle, or tactic came to fame—or infamy. These amazing inside stories examine the heroes and the hapless, the finest hours and worst blunders the military world has yet seen.
Essential reading for military history buffs of any stripe, the book covers the very best and worst of every period of warfare, from ancient times to the 21st century.
No activity has had greater impact on mankind than war. It has destroyed entire civilizations, made kings of peasants and stripped rulers of their power, inspired every art form, ensured the growth or demise of religions, spurred invention and creativity. And like every human endeavor, warfare has its key figures and crucial developments: those people, weapons, and tactics that—for better or worse—made an indelible impact upon the field of battle and thus influenced the course of history.
Extreme War is the first and only book to gather the pivotal generals, battles, and technological advancements of 4,000 years of martial history in one place. Within the pages of this extraordinary compendium are the stories behind the subjects, including deep and insightful analysis of why each battlefield tactic arose and succeeded or failed, and how the legendary leaders achieved their vaunted victories or suffered ignominious defeat. It details where and when the introduction of new weaponry shifted the advantage and altered the map, and how a single flawed decision could suddenly snatch defeat from the jaws of victory and cost a battle…or an empire.
Across land, on and under the sea, and in the air above, the superlatives of combat unfold. From the most decisive drawing of first blood to the most famous last stand, the weapons, strategies, and tactics that forever shaped the world through force of arms are fully explored.
Extreme War provides well-reasoned and documented answers to hundreds of questions military buffs want to know and explores the blunders and tactical errors that played a formative role in military history. Not without controversy, and sure to start as many discussions as it settles, Extreme War brings compelling detail and rare clarity to the chaos that is combat.
Customer Reviews:
No Challenging Historical Treatise, Just Fun Facts.......2006-12-18
This is rather like the Guiness book of military history. A collection of some of the most, worst, best, biggest, bloodiest, etc. in military history. The author divides the book into several major sections based on an historical period: ancient, medieval, early modern, late 19th and early 20th century, and modern or recent history. Each section is packed with brief descriptions of the record-holding items organized within that section. It is a nice layout for reading in quick little tidbits without having to read in any particular order, just as the interest moves you. Fans of the History channel series, "The Most," will especially enjoy this book since the format is very similar. Not a bad showing for a book of its kind but I did find much of it lacking the detail most serious military history enthusiasts crave.
Average customer rating:
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The Definitive Guide to the Best and Worst of Everything
Les Krantz
Manufacturer: Prentice Hall
ProductGroup: Book
Binding: Paperback
Almanacs
| Almanacs & Yearbooks
| Reference
| Subjects
| Books
Consumer Guides
| Reference
| Subjects
| Books
Dictionaries & Thesauruses
| Reference
| Subjects
| Books
| Cliches
| Computer
| English (All)
| English (American)
| English (British)
| English (Canadian)
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| Foreign Language
| General
| Geography
| Lexicography
| Picture
| Science
| Slang & Idioms
| Synonyms & Antonyms
| Thesauruses
General
| Encyclopedias
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General
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General
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ASIN: 0138614105 |
Book Description
From its earliest days, the Virginia landscape has elicited dramtically contradictory descriptions. The sixteenth-century poet Michael Drayton exalted the land as "earth's onely paradise," while John Smith, in his reports to England, summarized the area around Jamestown as "a miserie, a ruine, a death, hell."
Drawing upon both familiar history and lesser-known material from deep geological time through the end of the seventeenth century, Stephen Adams focuses on both the physical changes to the land over time and the changes in the way people viewed Virginia. The Best and the Worst Country in the World reaches well beyond previous accounts of early American views of land with the inclusion of the fascinating and important pre-1700 sources, Native American perceptions, and prehuman geography and geology.
A blend of history, literature, geology, geography, and natural history, enriched by illustrations ranging from a dinosaur footprint to John Smith's famous "Map of Virginia," Adams's work offers an ecocritical exploration if the varied preconceptions that have shaped and colored the human relatyionship with "the best and worst country in the world"--the Virginia landscape.
Average customer rating:
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The Best and Worst of Everything
Les Krantz
Manufacturer: Macmillan General Reference
ProductGroup: Book
Binding: Hardcover
Dictionaries & Thesauruses
| Reference
| Subjects
| Books
| Cliches
| Computer
| English (All)
| English (American)
| English (British)
| English (Canadian)
| English (Specific Aspects)
| Foreign Language
| General
| Geography
| Lexicography
| Picture
| Science
| Slang & Idioms
| Synonyms & Antonyms
| Thesauruses
General
| Encyclopedias
| Reference
| Subjects
| Books
General
| Reference
| Subjects
| Books
ASIN: 0130263370 |
Book Description
With just about everything else around falling into the 'Pop', 'Nu-Metal' or 'Rap / RnB' categories these days, it's a breath of fresh air when a band as eclectic, talented and downright as unusual as Radiohead, can still hold a market with such compelling music, providing the hope and risk taking that the music business needs to thrive. So with a huge fan base and new recruits joining the fold regularly, every new album selling more and more copies and the tours attracting bigger crowds consistently, the time couldn't be better for a definitive biography and photo journal on the band. Radiohead - A visual documentary consists of a chronological documentary, in words and full color photography, put together by an early associate of lead member Thom Yorke. Never before seen images nestle next to facts about the band never previously revealed. With every other book about the band currently available being largely a critical opinionated text heavy work, this factual, informative and entertaining book is certain to become the favored work amongst fans.
Customer Reviews:
Great book... to decorate your room.......2007-05-04
This book has lots of nice pics of Radiohead, which look great on a wall. I recommend you pull out the ones you like and tape them to your wall.
Books:
- Loose Lips
- Los Costes del Desarrollo Economico
- Magic Tree House Boxed Set 1, Books 1-4: Dinosaurs Before Dark, The Knight at Dawn, Mummies in the Morning, and Pirates Past Noon
- Max's ABC
- Merriam-Webster's Collegiate Dictionary, 11th Edition (Red Kivar Binding with Jacket)
- Moo Baa La La La
- Neither Here nor There: Travels in Europe
- Newgames - Strategic Competition in the PC Revolution (Technology, Innovation, Entrepreneurship and Competitive Strategy)
- Night Pleasures (A Dark-Hunter Novel, Book 2)
- Outbound Tourism of Japan: Market Profile (World Tourism Organization Market Intelligence and Promotion Section Madrid, December 2000 Special Report, Number 6)
Books Index
Books Home
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- Biz-War and the Out-of-Power Elite: The Progressive-Left Attack on the Corporation
- The Practical Mariner's Book of Knowledge: 420 Sea-Tested Rules of Thumb for Almost Every Boating Si
- Mathematical Bioeconomics: The Optimal Management of Renewable Resources, 2nd Edition
- Mensa Challenge Your Brain Math & Logic Puzzles
- Stop Sitting on Your Assets: How to Safely Leverage the Equity Trapped in Your Home and Transform It
- Spirit of the West/Bonita
- Sierra Leone Business Intelligence Report
- Mastering Risk: Volume 2 - Applications: Your Single-Source Guide to Becoming a Master of Risk
- Panel Data Econometrics: Methods-of-Moments and Limited Dependent Variables
- Bioluminescence and Chemiluminescence: New Perspectives : Proceedings of the IV International Biolum
Can I Have 5 Minutes of Your Time? : A No Nonsense Fun Approach to Sales
Get What You Want!! A Fun, Upbeat and Fresh Approach to Negotiating
The Big Book of Customer Service Training Games (Big Book)
Tales of Knock Your Socks Off Service: Inspiring Stories of Outstanding Customer Service (Knock Your Socks Off Series)
Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!
