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No company is immune to the hazards of poor service, and while other books that concentrate on why customer service is important, Unleashing Excellence presents a structured approach for how to design a culture of service excellence within any organization. By providing practical tools that can be tailored to any company's individual needs, readers will be able to guide their teams through the process of improving the experience they provide their customers. Divided into nine Leadership Action sections readers will be guided through the service improvement process. The principles and techniques described in this book are ones that will endure in the long run and create a culture in which excellent service is a habit. Topics discussed include: The DNA of service excellence How to implement service training and education How to develop effective service measurements Building a culture of accountability Recognizing and reward systemsShow more
Brought to you by Penguin In the year 2000, in the closest election in American history, Alice Blackwell's husband becomes president of the United States. Their time in the White House proves to be heady, tumultuous, and controversial. But it is Alice's own story - that of a kind, bookish, only child born in the 1940s Midwest who comes to inhabit a life of dizzying wealth and power - that is itself remarkable. Alice candidly describes her small-town upbringing, and the tragedy that shaped her identity; she recalls her early adulthood as a librarian, and her surprising courtship with the man who swept her off her feet; she tells of the crisis that almost ended their marriage; and she confides the privileges and difficulties of being first lady, a role that is uniquely cloistered and public, secretive and exposed. In Alice Blackwell, Curtis Sittenfeld has created her most dynamic and complex heroine yet. American Wife is not a novel about politics. It is a gorgeously written novel that weaves race, class, fate and wealth into a brilliant tapestry. It is a novel in which the unexpected becomes inevitable, and the pleasures and pain of intimacy and love are laid bare. (c) Curtis Sittenfeld 2008 (P) Penguin Audio 2020Show more
From one of our most acclaimed and original colonial historians, a Pulitzer Prize finalist, 2018 president of the American Historical Association, a groundbreaking book--the first to look at the critical 'long year' of 1774 and the revolutionary change that took place from December 1773 to mid-April 1775, from the Boston Tea Party and the first Continental Congress to the Battles of Lexington and Concord. This masterly work of historical writing, Mary Beth Norton's first in almost a decade, looks at the sixteen months during which the traditional loyalists to King George III began their discordant 'discussions' that led to their acceptance of the inevitability of war against the British Empire and to the clashes at Lexington and Concord in mid-April 1775. Drawing extensively on pamphlets, newspapers, and personal correspondence, Norton reconstructs colonial political discourse as it happened, showing the vigorous campaign mounted by conservatives criticizing congressional actions. But by then it was too late. In early 1775, governors throughout the colonies informed colonial officials in London that they were unable to thwart the increasing power of the committees and their allied provincial congresses. Although the Declaration of Independence would not be formally adopted until July 1776, Americans, even before the outbreak of war in April 1775, had in effect 'declared independence' by obeying the decrees of their new provincial governments rather than colonial officials. The much-anticipated new book by one of America's most dazzling historians--the culmination of more than four decades of Norton's research and thought.Show more
A life in snapshots… Grace knows what people see. She's the Cinderella story. An icon of glamor and elegance frozen in dazzling Technicolor. The picture of perfection. The girl in white gloves. A woman in living color… But behind the lens, beyond the panoramic views of glistening Mediterranean azure, she knows the truth. The sacrifices it takes for an unappreciated girl from Philadelphia to defy her family and become the reigning queen of the screen. The heartbreaking reasons she trades Hollywood for a crown. The loneliness of being a princess in a fairy tale kingdom that is all too real. Hardest of all for her adoring fans and loyal subjects to comprehend, is the harsh reality that to be the most envied woman in the world does not mean she is the happiest. Starved for affection and purpose, facing a labyrinth of romantic and social expectations with more twists and turns than Monaco's infamous winding roads, Grace must find her own way to fulfillment. But what she risks--her art, her family, her marriage-she may never get back.Show more
Brought to you by Penguin. An extraordinary new novel by the Pulitzer Prize-winning, Number One New York Times bestselling author of Olive Kitteridge and My Name is Lucy Barton Olive, Again follows the blunt, contradictory yet deeply loveable Olive Kitteridge as she grows older, navigating the second half of her life as she comes to terms with the changes - sometimes welcome, sometimes not - in her own existence and in those around her. Olive adjusts to her new life with her second husband, challenges her estranged son and his family to accept him, experiences loss and loneliness, witnesses the triumphs and heartbreaks of her friends and neighbours in the small coastal town of Crosby, Maine - and, finally, opens herself to new lessons about life. 'One of America's finest writers' Sunday Times 'A powerful storyteller immersed in the nuances of human relationships' Observer 'Strout really can write you into a world until you feel you are there with her, in that house, that life, that little Podunk of a place' The TimesShow more
Brought to life by Meryl Streep and a full cast, this beloved book by E. B. White, author of Stuart Little and The Trumpet of the Swan, is a classic of children's literature that is 'just about perfect.'* Some Pig. Humble. Radiant. These are the words in Charlotte's Web, high up in Zuckerman's barn. Charlotte's spider web tells of her feelings for a little pig named Wilbur, who simply wants a friend. They also express the love of a girl named Fern, who saved Wilbur's life when he was born the runt of his litter. E. B. White's Newbery Honor Book is a tender novel of friendship, love, life, and death that will continue to be enjoyed by generations to come. Includes an appreciation written and read by Caldecott Honor winner Melissa Sweet, the cover artist of this edition and author/illustrator of Some Writer!: The Story of E. B. White. Narrated by Meryl Streep featuring: January LaVoy as CHARLOTTE Kirby Heyborne as WILBUR MacLeod Andrews as TEMPLETON with additional performances by: Mark Bramhall as LURVY Scott Brick as THE MINISTER Cassandra Campbell as EDITH ZUCKERMAN Danny Campbell as HOMER ZUCKERMAN Mark Deakins as MR. ARABLE Kimberly Farr as MRS. ARABLE Tavia Gilbert as THE GOOSE Dion Graham as THE GANDER Almarie Guerra as NELLIE Johnny Heller as THE FAIR ANNOUNCER Lincoln Hoppe as AVERY Raymond Lee as THE BABY SPIDER Robin Miles as THE OLD SHEEP Adenrele Ojo as ARANEA Ray Porter as UNCLE THE PIG Emily Rankin as FERN John Rubinstein as DR. DORIAN Bahni Turpin as THE LAMB Julia Whelan as JOY *New York TimesShow more
WINNER OF THE PULITZER PRIZE • THE EMMY AWARD-WINNING HBO MINISERIES STARRING FRANCES MCDORMAND, RICHARD JENKINS, AND BILL MURRAY In a voice more powerful and compassionate than ever before, New York Times bestselling author Elizabeth Strout binds together thirteen rich, luminous narratives into a book with the heft of a novel, through the presence of one larger-than-life, unforgettable character: Olive Kitteridge. At the edge of the continent, Crosby, Maine, may seem like nowhere, but seen through this brilliant writer's eyes, it's in essence the whole world, and the lives that are lived there are filled with all of the grand human drama-desire, despair, jealousy, hope, and love. At times stern, at other times patient, at times perceptive, at other times in sad denial, Olive Kitteridge, a retired schoolteacher, deplores the changes in her little town and in the world at large, but she doesn't always recognize the changes in those around her: a lounge musician haunted by a past romance: a former student who has lost the will to live: Olive's own adult child, who feels tyrannized by her irrational sensitivities; and Henry, who finds his loyalty to his marriage both a blessing and a curse. As the townspeople grapple with their problems, mild and dire, Olive is brought to a deeper understanding of herself and her life-sometimes painfully, but always with ruthless honesty. Olive Kitteridge offers profound insights into the human condition-its conflicts, its tragedies and joys, and the endurance it requires. NAMED ONE OF THE BEST BOOK OF THE YEAR BY People • USA Today • The Atlantic • The Washington Post Book World • Seattle Post-Intelligencer • Entertainment Weekly • The Christian Science Monitor • San Francisco Chronicle • Salon • San Antonio Express-News • Chicago Tribune • The Wall Street Journal "Perceptive, deeply empathetic . . . Olive is the axis around which these thirteen complex, relentlessly human narratives spin themselves into Elizabeth Strout's unforgettable novel in stories."-O: The Oprah Magazine "Fiction lovers, remember this name: Olive Kitteridge. . . . You'll never forget her. . . . [Elizabeth Strout] constructs her stories with rich irony and moments of genuine surprise and intense emotion. . . . Glorious, powerful stuff."-USA Today "Funny, wicked and remorseful, Mrs. Kitteridge is a compelling life force, a red-blooded original. When she's not onstage, we look forward to her return. The book is a page-turner because of her."-San Francisco Chronicle "Olive Kitteridge still lingers in memory like a treasured photograph."-Seattle Post-Intelligencer "Rarely does a story collection pack such a gutsy emotional punch."-Entertainment Weekly "Strout animates the ordinary with astonishing force. . . . [She] makes us experience not only the terrors of change but also the terrifying hope that change can bring: she plunges us into these churning waters and we come up gasping for air."-The New YorkerShow more
The cultural and medical history of dementia and Alzheimer's disease by a leading psychiatrist and bioethicist who urges us to turn our focus from cure to care. Despite being a physician and a bioethicist, Tia Powell wasn't prepared to address the challenges she faced when her grandmother, and then her mother, were diagnosed with dementia--not to mention confronting the hard truth that her own odds aren't great. In the U.S., 10,000 baby boomers turn 65 every day; by the time a person reaches 85, their chances of having dementia approach 50 percent. And the truth is, there is no cure, and none coming soon, despite the perpetual promises by pharmaceutical companies that they are just one more expensive study away from a pill. Dr. Powell's goal is to move the conversation away from an exclusive focus on cure to a genuine appreciation of care--what we can do for those who have dementia, and how to keep life meaningful and even joyful. Reimagining Dementia is a moving combination of medicine and memoir, peeling back the untold history of dementia, from the story of Solomon Fuller, a black doctor whose research at the turn of the twentieth century anticipated important aspects of what we know about dementia today, to what has been gained and lost with the recent bonanza of funding for Alzheimer's at the expense of other forms of the disease. In demystifying dementia, Dr. Powell helps us understand it with clearer eyes, from the point of view of both physician and caregiver. Ultimately, she wants us all to know that dementia is not only about loss--it's also about the preservation of dignity and hope.Show more
Power struggles. Bitter rivalries. Jealousy. Betrayals. Star-crossed lovers. When you consider all these plot points, it's pretty surprising William Shakespeare didn't write Mean Girls. But now fans can treat themselves to the epic drama-and heroic hilarity-of the classic teen comedy rendered with the wit, flair, and iambic pentameter of the Bard. Our heroine Cady disguises herself to infiltrate the conniving Plastics, falls for off-limits Aaron, struggles with her allegiance to newfound friends Damian and Janis, and stirs up age-old vendettas among the factions of her high school. Best-selling author Ian Doescher brings his signature Shakespearean wordsmithing to this cult classic beloved by generations of teen girls and other fans. Now, on the 15th anniversary of its release, Mean Girls is a recognized cultural phenomenon, and it's more than ready for an Elizabethan makeover.Show more
From the acclaimed author of Secrets of a Charmed Life and As Bright as Heaven comes a novel about a German American teenager whose life changes forever when her immigrant family is sent to an internment camp during World War II. Elise Sontag is a typical Iowa fourteen-year-old in 1943-aware of the war but distanced from its reach. Then her father, a legal U.S. resident for nearly two decades, is suddenly arrested on suspicion of being a Nazi sympathizer. The family is sent to an internment camp in Texas, where, behind the armed guards and barbed wire, Elise feels stripped of everything beloved and familiar, including her own identity. The only thing that makes the camp bearable is meeting fellow internee Mariko Inoue, a Japanese-American teen from Los Angeles, whose friendship empowers Elise to believe the life she knew before the war will again be hers. Together in the desert wilderness, Elise and Mariko hold tight the dream of being young American women with a future beyond the fences. But when the Sontag family is exchanged for American prisoners behind enemy lines in Germany, Elise will face head-on the person the war desires to make of her. In that devastating crucible she must discover if she has the will to rise above prejudice and hatred and re-claim her own destiny, or disappear into the image others have cast upon her. The Last Year of the War tells a little-known story of World War II with great resonance for our own times and challenges the very notion of who we are when who we've always been is called into question.Show more
NEW YORK TIMES BESTSELLER • The little-known true story of Marie-Madeleine Fourcade, the woman who headed the largest spy network in occupied France during World War II, from the bestselling author of Citizens of London and Last Hope Island "Fast-paced and impressively researched . . . Olson writes with verve and a historian's authority."-The New York Times Book Review In 1941 a thirty-one-year-old Frenchwoman, a young mother born to privilege and known for her beauty and glamour, became the leader of a vast intelligence organization-the only woman to serve as a chef de résistance during the war. Strong-willed, independent, and a lifelong rebel against her country's conservative, patriarchal society, Marie-Madeleine Fourcade was temperamentally made for the job. Her group's name was Alliance, but the Gestapo dubbed it Noah's Ark because its agents used the names of animals as their aliases. The name Marie-Madeleine chose for herself was Hedgehog: a tough little animal, unthreatening in appearance, that, as a colleague of hers put it, "even a lion would hesitate to bite." No other French spy network lasted as long or supplied as much crucial intelligence-including providing American and British military commanders with a 55-foot-long map of the beaches and roads on which the Allies would land on D-Day-as Alliance. The Gestapo pursued them relentlessly, capturing, torturing, and executing hundreds of its three thousand agents, including Fourcade's own lover and many of her key spies. Although Fourcade, the mother of two young children, moved her headquarters every few weeks, constantly changing her hair color, clothing, and identity, she was captured twice by the Nazis. Both times she managed to escape-once by slipping naked through the bars of her jail cell-and continued to hold her network together even as it repeatedly threatened to crumble around her. Now, in this dramatic account of the war that split France in two and forced its people to live side by side with their hated German occupiers, Lynne Olson tells the fascinating story of a woman who stood up for her nation, her fellow citizens, and herself. Praise for Madame Fourcade's Secret War "In Madame Fourcade's Secret War, Lynne Olson tells one of the great stories of the French Resistance, a story of one woman's courage amid great danger, a story of heroism, defiance, and, ultimately, victory."-Alan Furst, author of A Hero of FranceShow more
'With dark humor and sharp dialogue, Homes plumbs the depths of everyday American anxieties.' --Time A razor-sharp story collection from a writer who is always 'furiously good' (Zadie Smith, bestselling author of Swing Time). With her signature humor and compassion, A.M. Homes exposes the heart of an uneasy America in her new collection - exploring our attachments to each other through characters who aren't quite who they hoped to become, though there is no one else they can be. In 'A Prize for Every Player,' a man is nominated to run for president by the customers of a big box store, while he and his family do their weekly shopping. At a conference on genocide(s) in the title story, old friends rediscover themselves and one another - finding spiritual and physical comfort in ancient traditions. And in 'Hello Everybody' and 'She Got Away,' Homes revisits a Los Angeles family obsessed with the surfaces and frightened of what lives below. In the nearly three decades since her seminal debut collection The Safety of Objects, Homes has been celebrated by readers and critics alike as one of our boldest and most original writers, acclaimed for her psychological accuracy and 'satire so close to the truth it's terrifying' (Ali Smith). Her first book since the Women's Prize-winning May We Be Forgiven, Days of Awe is a major new addition to her body of visionary, fearless, outrageously funny work. Brother on Sunday, Days of Awe, All Is Good Except for the Rain, The National Cage Bird Show, Your Mother Was a Fish, The Last Good Time, Be Mine, A Prize for Every Player, Omega Point and She Got Away: Recording Copyright 2018 Penguin Random House LLC. Hello Everybody and Whose Story Is It and Why Is It Always On Her Mind: Recording Copyright 2013 W.F. Howes LtdShow more
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