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The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.

Less a how-to manual than a tribute to an impossible and impossibly rewarding profession, It Won't Be Easy captures the experience of teaching in all its messy glory. Though directed at prospective and newer teachers, It Won't Be Easy is mercifully short on jargon and long on practical wisdom, accessible to anyone - teacher, student, parent, pundit - who is interested in a behind-the-curtain look at teaching and willing to understand that, while there are no simple answers, there is power in learning to ask the right questions.

FBI agent Jordan Wallace is close to cracking the human trafficking case she’s been working, when she does the one thing she should never do: let her guard down. The botched undercover mission is semisalvaged by the last-minute appearance of criminal psychologist Patrick Law, but Jordan can’t imagine making a worse first impression. Especially when she’s partnered with Patrick moving forward.

In How to Be a High School Superstar, Cal Newport explores the world of relaxed superstars - students who scored spots at the nation's top colleges by leading uncluttered, low stress, and authentic lives. Drawing from extensive interviews and cutting-edge science, Newport explains the surprising truths behind these superstars' mixture of happiness and admissions success.

You know how it went for me. You know what he did. You know the fire he left inside my soul when he crushed me into a thousand tiny pieces. Since Marcus, my life has been a blur of emptiness. Since Marcus, there has been nothing. I'm alone, my mom is dwindling, and I feel nothing but emptiness. I work long, I work hard, but why?

Discussion Materials gives the listener an honest look at Wall Street from someone in the trenches. After graduating from Columbia Business School, Bill Keenan joined Deutsche Bank's investment banking division as an associate where despotic superiors (and the blinking red light of his BlackBerry) instilled low-level terror on an hourly basis. You'll join him in his cubicle on the 44th floor of 60 Wall Street as he scrambles to ensure floating bar charts are the correct shade of orange and all numbers are left-aligned, but whatever you do, don't ask him what any of it means.

In 1935, nine-year-old George Weyerhaeuser, heir to one of the wealthiest families in America, is snatched off the streets two blocks from his home. The boy is kept manacled in a pit, chained to a tree, and locked in a closet. The perps - a career bank robber, a petty thief, and his 19-year-old never-been-in-trouble Mormon wife - quickly become the targets of the biggest manhunt in Northwest history. The caper plays out like a Hollywood thriller with countless twists and improbable developments. Perhaps the most astonishing thing of all, though, is how it all ends.

No crime in history had more eyewitnesses. On November 24, 1963, two days after the killing of President Kennedy, a troubled nightclub owner named Jack Ruby quietly slipped into the Dallas police station and assassinated the assassin, Lee Harvey Oswald. Millions of Americans witnessed the killing on live television, and yet the event would lead to questions for years to come. It also would help to spark the conspiracy theories that have continued to resonate today. Dan Abrams and David Fisher unveil the astonishing details behind the first major trial of the television century.

For over 20 years, Jim Curtis has battled a mysterious chronic illness. He grew accustomed to living in pain, denial, and despair. But when traditional medical therapies didn't help, he sought answers elsewhere. He traveled the world and met a group of extraordinary people he calls the Stimulati - and what he learned from them ultimately changed his life.

Ever since he was a young boy growing up on the streets of Staten Island, New York, Michael Ollis wanted to be a soldier. Inspired by his father, who fought in Vietnam, Mike’s deep desire to serve was cemented on the day his beloved city was attacked. From 9/11 onward, Mike’s one and only mission was to save lives.

Productivity and effective time management end with multitasking. The false idea that multitasking is productive has become even more prevalent and damaging to our productivity and well-being since the first edition of The Myth of Multitasking was published in 2008. In this revised and updated second edition, author and productivity expert Dave Crenshaw provides a solution for the chaos of distraction that multitasking creates - and a way to combat the temptation to constantly switch between tasks.

Rainer Torrence is everything I could have wanted in my life and more. He became my best friend when I was 13 years old. From then on, we were inseparable. He was my first love and my first heartbreak. But I always thought it was forever. Until his father died and things went bad. Then suddenly he disappeared. Ten years and I didn't see or hear from him. Then came the call I'd been praying for - he was back in town. Only the man I remembered is not him. This man is quiet, deadly, and so incredibly beautiful.

Levi's got it all. He's a paranormal prince with more money and power than he knows what to do with, but something is missing - a mate. He has only until college graduation to find her. Allie's perfect, but she wants nothing to do with him. When attraction becomes something more, will he take a chance and show her who he really is, or will he lose everything?

When actress and activist Brittany Snow was a teenager, she read an article about another woman’s hardship that made her feel seen and less alone. She carried that story in her back pocket for a long time. This experience was a gift that Brittany then paid forward when she revealed her own experience in a published article. Brittany’s story resonated with a young reader, who kept that story in her back pocket, where it was when the two crossed paths serendipitously.

Three months since his debut, Aegis, aka Hugo Malalou, is becoming one of America’s most popular superheroes. But between protecting the city of San Miguel, surviving high school and maintaining some degree of a social life - he’s stretched very thin. Worse, monstrous new threats and old enemies attack Aegis from all corners. On the other side of the country, Greyson Hirsch remains committed to destroying this new generation of heroes. And his latest target, a young team of idealistic crusaders, is blind to the storm hurtling their way.

Comic book artist Mike Mason arrives at San Diego Comic-Con seeking sanctuary with other fans and creators - and maybe to reunite with his ex - but when his rival is found murdered, he becomes the prime suspect. To clear his name, Mike will have to navigate every corner of the con, from zombie obstacle courses and cosplay flash mobs to intrusive fans and obsessive collectors, in the process unraveling a dark secret behind one of the industry's most legendary creators.

Titan is dead. And the world needs heroes more than ever. Hugo’s dream of becoming a superhero blows up in his face. And the impossible rage that remains pulls him deeper into darkness. After several successful battles, Greyson’s ragtag team rides a wave of stardom. But what people love more than celebrating their heroes is tearing them down. And Quinn’s investigation into Titan’s murder gets derailed, leaving her reputation in shambles. But this journalist’s relentless pursuit of the truth could cost more than her job. These strangers are on a collision course with destiny.

Shane Collins and Lucas Maddox are the last two US Marshals after a global cataclysm that destroyed most of modern civilization. They're still on the job, fighting the good fight, although they're no longer fully human and maybe not entirely sane. Witches and werewolves were not covered in their training as US Marshals. Then again, neither was the Apocalypse.

When the flood hits, America's East Coast is evacuated by every means possible. Brooklyn paramedic Travis Cooke had dreamed of reuniting his family, but not like this. Escaping New York with his son and the ex-wife he still loves - and her new husband - they find themselves evacuated on the luxury cruise ship, the Festival of the Waves. Hours later, the Festival lies dead in the open Atlantic: no power, no communications, and nowhere near enough food.

As his sophomore year wraps up, Hugo Malalou - aka Aegis - is living his best life. He’s working with Lady Liberty to protect San Miguel, acing all his classes, and casually dating three insanely hot girls. Until one routine night patrol nearly gets him killed. Before long, he’s pulled into a dangerous pursuit that isolates him from his friends, while his list of enemies keeps growing. And when he becomes the city’s last defense against an all-powerful adversary, he’ll find himself in the fight of his life.