Customer Service, Aiming for Excellence is a fast-paced, humourous and fresh approach to Customer Service that will benefit both first time employees and seasoned professionals as well. This easy-to-read, 'one sitting', book tells you how to handle different customers instead of just why you need to. The fun and insights are inescapable and 'it provides the tools to deal with difficult situations with confidence and a greater understanding of the underlying motives behind behavior'. Customer Service, Aiming for Excellence introduces the concept of "Linked Pairs", the relationships between the situations/conditions that cause a problem and the generally appropriate techniques that aid in solving it. Aiming for Excellence also teaches you to identify the 5 customer types and how best to handle them based on their personality. The book also discusses Opportunities for Excellence, Everyday Extraordinary Service and Professionalism. If you have already read a book on customer service, have some fun and add this one to your list. If you read only one book on customer service make this one it!

By the early twenty-first century, a startling consensus had emerged about the overall aim of American school reform. In an era of political discord, and in a field historically known for contentiousness, the notion of promoting educational excellence for all students was a distinct point of bipartisan agreement. Shaped by a corps of entrepreneurial reformers intent on finding "what works" and taking it to scale, this hybrid vision won over the nation's most ambitious and well-resourced policy leaders at foundations and nonprofits, in state and federal government, and in urban school districts from coast to coast. "Excellence for all" might, at first glance, appear to be nothing more than a rhetorical flourish. Who, after all, would oppose the idea of a great education for every student? Yet it is hardly a throwaway phrase. Rather, it represents a surprising fusion of educational policy approaches that had been in tense opposition throughout the twentieth century--those on the right favoring social efficiency, and those on the left supporting social justice. This book seeks to understand why the "excellence for all" vision took hold at the time it did, unpacks the particular beliefs and assumptions embedded in it, and details the often informal coalition building that produced this period of consensus. Examining the nation's largest urban school districts (Los Angeles, Chicago, and New York), the author details three major reform efforts in chapters titled "The Right Space: The Small Schools Movement"; "The Right Teachers: Teach for America"; and "The Right Curriculum: Expanding Advanced Placement."

Discover how the lost art of wonder can help you cultivate greater creativity, resilience, meaning, and joy as you bring your greatest contributions to life. Beyond grit, focus, and 10,000 hours lies a surprising advantage that all creatives have—wonder. Far from child’s play, wonder is the one radical quality that has led exemplary people from all walks of life to move toward the fruition of their deepest dreams and wildest endeavors—and it can do so for you, too. “Wonder is a quiet disruptor of unseen biases,” writes Jeffrey Davis. “It dissolves our habitual ways of seeing and thinking so that we may glimpse anew the beauty of what is real, true, and possible.” Rich with wisdom, inspiring stories, and practical tools, Tracking Wonder invites us to explore how the lost art of wonder can inspire a life of greater joy, possibility, and purpose. You’ll discover: The six facets of wonder—key qualities to help you cultivate the art of wonder in your work, relationships, and lifeHow wonder can help us fertilize creativity, sustain the motivation to pursue big ideas, navigate uncertainty and crises, deepen our relationships, and moreThe biases against wonder—moving beyond societal and internalized resistance to our inherent giftsWhy experiencing wonder isn’t really about achieving goals—though that happens—but about how we live each dayInspiring stories of people whose experiences of wonder helped them move through the unthinkable to create extraordinary livesPractical exercises, tools, and reflections to help you begin your own practice of tracking wonder A refreshing counter-voice to the exhausting narrative hyper-productivity, Tracking Wonder is a welcome guide for experiencing more meaning and joy in the present moment as you bring your greatest contributions to life.

“Weaves together thoughts, stories, and quotes from top performers in music, business, and sports to help you achieve excellence” (Jeff Janssen, founder and president of the Janssen Sports Leadership Center). Does excellence relentlessly drive you? Does mediocrity constantly bother you? In Working Toward Excellence, Clemson University professor Paul Buyer identifies eight values for achieving excellence in work and life including hunger, effort, process, quality, consistency, leadership, time, and perseverance. Each chapter features inspiring stories, questions, and quotes from respected professionals who have achieved uncommon success in business, sports, education, and the arts such as John Maxwell, Jim Collins, Stephen Covey, John Wooden, Mike Krzyzewski, Wynton Marsalis, Isaac Stern, and many others. Also included is a Working Toward Excellence Evaluation to help you and your organization reach your true potential and further develop, improve, and measure these essential attributes of success. “Working Toward Excellence has captures my attention in a big way. It is filled with valuable and practical information. It will make a major difference in your life.” —Pat Williams, Orlando Magic, senior vice president, author of Leadership Excellence

2021 Catholic Media Association Award honorable mention award in liturgy Authenticity is a value difficult to define but impossible to ignore in contemporary life. The desire for authentic experience pervades art, music, food, dating, marketing, and politics. Worship is no exception: Vatican documents, megachurch websites, pastors, and liturgy planners all make competing claims to offer the genuine article. But what makes liturgy authentic? What distinguishes real celebration from artificial spectacle, heartfelt prayer from empty ritualism, a living tradition from both stagnation and gimmickry? Can today’s Christians perform the liturgy so that it is not a mere performance but a sincere offering of their whole selves? In this book, Nathaniel Marx argues that the defining characteristic of authentic liturgy is harmony. Authentic liturgy happens when the minds of participants are in tune with their voices. The call for worshipers to harmonize their inward and outward offerings of prayer is discernible in the Bible, in the history of Christian prayer, and in diverse efforts to invigorate communal worship today. Marx’s argument unfolds the meaning of this call to authentic worship through a provocative and wide-ranging study incorporating scriptural exegesis, liturgical history, anthropology of ritual, and philosophy of action. He argues that authenticity is not a modern buzzword but an ancient virtue essential to worshiping in a spirit of communion.

In Future Driven, David Geurin describes how to conquer the status quo, create authentic learning, and help your students thrive in an unpredictable world. He shares how to simultaneously be more committed to your mission while being more flexible with your methods. You'll discover strategies to help students learn transferable skills. And you'll find ways to inspire creative, adaptable learning. Ultimately, you'll invest in tomorrow by helping your students become world changers today. Future Driven is a passionate, compelling forecast that urges all educators to engage smartly with what is coming. Teaching learners in this era of knowledge abundance requires teachers to take risks and for leaders to embrace change. A future focus, combined with action today, will ensure students are prepared for whatever they face. We need to have a long-term perspective and so do our students. If we are going to prepare students for an increasingly complex and uncertain world, schools must be future-driven organizations. And if you are going to make a lasting difference and create a better tomorrow for students, you are needed as a future-driven educator. It's time to push your limits and push the limits of others too. Future Driven will challenge you to move forward boldly to prepare students for a rapidly changing world. #FutureDriven

Wall Street Journal Bestseller "The pick of 2014's management books." –Andrew Hill, Financial Times "One of the top business books of the year." –Harvey Schacter, The Globe and Mail Bestselling author, Robert Sutton and Stanford colleague, Huggy Rao tackle a challenge that determines every organization’s success: how to scale up farther, faster, and more effectively as an organization grows. Sutton and Rao have devoted much of the last decade to uncovering what it takes to build and uncover pockets of exemplary performance, to help spread them, and to keep recharging organizations with ever better work practices. Drawing on inside accounts and case studies and academic research from a wealth of industries-- including start-ups, pharmaceuticals, airlines, retail, financial services, high-tech, education, non-profits, government, and healthcare-- Sutton and Rao identify the key scaling challenges that confront every organization. They tackle the difficult trade-offs that organizations must make between whether to encourage individualized approaches tailored to local needs or to replicate the same practices and customs as an organization or program expands. They reveal how the best leaders and teams develop, spread, and instill the right mindsets in their people-- rather than ruining or watering down the very things that have fueled successful growth in the past. They unpack the principles that help to cascade excellence throughout an organization, as well as show how to eliminate destructive beliefs and behaviors that will hold them back. Scaling Up Excellence is the first major business book devoted to this universal and vexing challenge and it is destined to become the standard bearer in the field.

'I always keep a copy of Art & Fear on my bookshelf' JAMES CLEAR, author of the #1 best-seller Atomic Habits 'A book for anyone and everyone who wants to face their fears and get to work' DEBBIE MILLMAN, author and host of the podcast Design Matters 'A timeless cult classic ... I've stolen tons of inspiration from this book over the years and so will you' AUSTIN KLEON, NYTimes bestselling author of Steal Like an Artist 'The ultimate pep talk for artists. ... An invaluable guide for living a creative, collaborative life.' WENDY MACNAUGHTON, illustrator Art & Fear is about the way art gets made, the reasons it often doesn't get made, and the nature of the difficulties that cause so many artists to give up along the way. Drawing on the authors' own experiences as two working artists, the book delves into the internal and external challenges to making art in the real world, and shows how they can be overcome every day. First published in 1994, Art & Fear quickly became an underground classic, and word-of-mouth has placed it among the best-selling books on artmaking and creativity. Written by artists for artists, it offers generous and wise insight into what it feels like to sit down at your easel or keyboard, in your studio or performance space, trying to do the work you need to do. Every artist, whether a beginner or a prizewinner, a student or a teacher, faces the same fears - and this book illuminates the way through them.

Dysfunction abounds in America in so many ways, from continuous turbulent change in the business environment, to a US federal government polarized by an inability to compromise and fulfill its historic missions, to personal levels where even deeper and darker levels of dysfunction reside within our colleagues, families, friends, and ourselves. Can any of us survive and thrive against such a backdrop of unsettledness and anxiety? Deborah Lee James wants to help us try. As the 23rd Secretary and the “CEO” of the male-dominated US Air Force (only the second woman to lead a US military service), Secretary Deborah Lee James led a force of 660,000 people and managed a $139 billion budget—larger than the GDP of more than 120 countries. In the midst of unprecedented political dysfunction in Washington, she faced down enormous challenges, including preparing military women and men to fight terror in the Middle East, combatting sexual assault in the military, and responding to a crisis in the nuclear enterprise. In Aim High: Chart Your Course and Find Success, Deborah James shares her personal and professional challenges, outcomes, strategies for success, and the problem-solving principles she used to overcome the daunting pressures, threats, and challenges that come with rising to the top of the US Armed Forces. As a supplement to her storytelling, Bain and Company, a top-tier management consulting firm, offers research and statistics that prove James’ insights have widespread impact. The book offers an insider’s view on how things really work in Washington—and how the author’s five-step, repeatable problem-solving approach can work in any walk of life. As a mother and wife, Deborah James carried her insights and problem-solving skills home. For women in similar circumstances, her story will provide a powerful guidebook for excelling in both public and private life, and ensuring that their battles can be won and their challenges overcome.

This textbook is aimed at students taking the CIPD professional qualification. It has been fully revised and rewritten to take account of the new academic standards that will be taught from September 2002.