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.

"With the nuance of a reporter and the pace of a thriller writer, Andy Greenberg gives us a glimpse of the cyberwars of the future while at the same time placing his story in the long arc of Russian and Ukrainian history." —Anne Applebaum, bestselling author of Twilight of Democracy The true story of the most devastating act of cyberwarfare in history and the desperate hunt to identify and track the elite Russian agents behind it: "[A] chilling account of a Kremlin-led cyberattack, a new front in global conflict" (Financial Times). In 2014, the world witnessed the start of a mysterious series of cyberattacks. Targeting American utility companies, NATO, and electric grids in Eastern Europe, the strikes grew ever more brazen. They culminated in the summer of 2017, when the malware known as NotPetya was unleashed, penetrating, disrupting, and paralyzing some of the world's largest businesses—from drug manufacturers to software developers to shipping companies. At the attack's epicenter in Ukraine, ATMs froze. The railway and postal systems shut down. Hospitals went dark. NotPetya spread around the world, inflicting an unprecedented ten billion dollars in damage—the largest, most destructive cyberattack the world had ever seen. The hackers behind these attacks are quickly gaining a reputation as the most dangerous team of cyberwarriors in history: a group known as Sandworm. Working in the service of Russia's military intelligence agency, they represent a persistent, highly skilled force, one whose talents are matched by their willingness to launch broad, unrestrained attacks on the most critical infrastructure of their adversaries. They target government and private sector, military and civilians alike. A chilling, globe-spanning detective story, Sandworm considers the danger this force poses to our national security and stability. As the Kremlin's role in foreign government manipulation comes into greater focus, Sandworm exposes the realities not just of Russia's global digital offensive, but of an era where warfare ceases to be waged on the battlefield. It reveals how the lines between digital and physical conflict, between wartime and peacetime, have begun to blur—with world-shaking implications.

USA Today bestselling author Megan Erickson turns up the heat in her sexy and thrilling Wired & Dangerous romantic suspense series. Bodyguard Jock Bosh has one job: keep Fiona Madden safe. Safe from the men who've been hunting her. Safe from the bastard responsible for ruining her life. And with the attraction sizzling white-hot between them, that means keeping Fiona safe from him too. Fiona has spent the past decade on the run. Her survival is the single greatest weapon she's had against the men out to destroy her. Until Jock. Now, with him by her side, she finally has a chance to bring them down. But when her enemies make their next move and Jock puts himself in the line of fire, Fiona realizes that there's more at stake than just her life - she's also risking her heart.

Key Selling Points The author has written many hi-lo novels for striving readers and knows how to keep the audience riveted. Enhanced features (dyslexia-friendly font, cream paper, larger trim size) to increase reading accessibility for dyslexic and other striving readers.

Since his boyhood in Qadhafi's Libya, Neil MacFarquhar has developed a counterintuitive sense that the Middle East, despite all the bloodshed in its recent history, is a place of warmth, humanity, and generous eccentricity. In this book, he introduces a cross-section of unsung, dynamic men and women pioneering political and social change. There is the Kuwaiti sex therapist in a leather suit with matching red headscarf, and the Syrian engineer advocating a less political interpretation of the Koran. MacFarquhar interacts with Arabs and Iranians in their every day lives, removed from the violence we see constantly, yet wrestling with the region's future. These are people who realize their region is out of step with the world and are determined to do something about it - on their own terms.

Revisit old favorites and discover even more facts and stories. The perfect pocket book for any girl on a quest for knowledge. Includes New Chapters + the Best Wisdom & Wonder from The Daring Book for Girls

An “action-packed, danger-filled, Indiana Jones-like tale”—first in the Tom Trelawney series from the author of the Dragonsitter books (School Library Journal). “Only boring people get bored . . . Interesting people can always find something to be interested in.” That’s what Tom Trelawney’s father says, anyway. Tom shouldn’t have been interested in playing with matches but he was . . . bored. Now the shed is in ashes and strange Uncle Harvey is the only one willing to have him stay while his parents vacation Tom soon discovers Harvey is going to South America on a treasure hunt and though nephews aren’t invited, he manages to tag along. Before it’s over he’ll drive a car, fire a gun and run for his life. Tom realizes that life may be about following the rules, but survival may be about breaking them. “With its movie-poster cover and fast-paced storyline, Island of Thieves will entertain kids of all ages.”—Wired “Irresistibly funny and action-packed, this well-paced, smartly-written crime caper is just the thing for bored boys. Uncle Harvey is a wonderful comic creation; more, please!”—The London Times “An enjoyable escapade, delivered with wit, wisdom and just a bit of history thrown in for good measure.”—Kirkus Reviews “Nonstop action . . . This is a fine choice to add to a ‘Guys Read’ list.”—VOYA “A thrilling adventure.”—The Guardian

From the co-creator of the groundbreaking television show Twin Peaks comes an exciting adventure series with a unique combination of mystery, heart-pounding action, and the supernatural. Meet your new action-adventure addiction! Will West is careful to live life under the radar. At his parents' insistence, he's made sure to get mediocre grades and to stay in the middle of the pack on his cross-country team. Then Will slips up, accidentally scoring off the charts on a nationwide exam. Now Will is being courted by an exclusive prep school . . . and followed by men driving black sedans. When Will suddenly loses his parents, he must flee to the school. There he begins to explore all that he's capable of--physical and mental feats that should be impossible--and learns that his abilities are connected to a struggle between titanic forces that has lasted for millennia.

When the Judaism of her childhood doesn’t satisfy Dani Antman’s yearning for spiritual awakening, she embarks on a quest for a spiritual path. Dani finds herself immersed in the world of yoga, energy healing, and Kabbalah but her journey of inner transformation has only just begun. A healing crisis, misplaced trust and a failed marriage, intensify her desire for a teacher who can lead her to self-realization. Her prayers are answered in the form of a realized adept, a Swami from the faraway shores of Rishikesh, India, who initiates her in his lineage of Kundalini Science, the study of the Divine force within every human being that is the initiator of spiritual growth. And so begins an incredible inner journey as Dani dedicates herself to a spiritual practice aimed at the redirection and completion of a challenging Kundalini process related to her Jewish past. Paradoxically, with the completion of her process she experiences a triumphant return to the religion of her birth. Wired for God is the candid and compelling memoir of Dani Antman’s spiritual journey from mystical Judaism through Kundalini Science and back again, told in a conversational and informal style. Her story gives inspiration and hope to all sincere seekers looking to make real spiritual progress and find their own unique spiritual path.