Every customer-oriented business has its own Gladys—someone who demands more than most companies are able or willing to give, one who pushes front-line service representatives’ buttons, one who requires a higher degree of skill to manage. One who—let’s just say it—can be difficult. Yet how is it that some businesses prove able not only to satisfy their “Gladys”, but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, Who’s Your Gladys? reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place. Readers will discover how they can: • Create a culture that values compassionate connection with their customers • Use creative problem solving and emotional management skills to turn challenging situations into opportunities to strengthen relationships • Form strong bonds by paying close attention to people’s needs • Customize service to different market segments • Cement unbreakable customer relationships with absolutely anyone.
Fragments is an event—an unforgettable book that will redefine one of the greatest icons of the twentieth century and that, nearly fifty years after her death, will definitively reveal Marilyn Monroe's humanity. Marilyn's image is so universal that we can't help but believe we know all there is to know of her. Every word and gesture made headlines and garnered controversy. Her serious gifts as an actor were sometimes eclipsed by her notoriety—and by the way the camera fell helplessly in love with her. Beyond the headlines—and the too-familiar stories of heartbreak and desolation—was a woman far more curious, searching, witty, and hopeful than the one the world got to know. Now, for the first time, readers can meet the private Marilyn and understand her in a way we never have before. Fragments is an unprecedented collection of written artifacts—notes to herself, letters, even poems—in Marilyn's own handwriting, never before published, along with rarely seen intimate photos. Jotted in notebooks, typed on paper, or written on hotel letterhead, these texts reveal a woman who loved deeply and strove to perfect her craft. They show a Marilyn Monroe unsparing in her analysis of her own life, but also playful, funny, and impossibly charming. The easy grace and deceptive lightness that made her performances indelible emerge on the page, as does the simmering tragedy that made her last appearances so affecting.
Marilyn Monroe's image is so universal that we can't help but believe that we know all there is to know of her. Every word and gesture made headlines and garnered controversy. Her serious gifts as an actor were sometimes eclipsed by her notoriety -- and the way the camera fell helplessly in love with her. But what of the other Marilyn? Beyond the headlines -- and the too-familiar stories of heartbreak and desolation -- was a woman far more curious, searching and hopeful than the one the world got to know. Even as Hollywood studios tried to mold and suppress her, Marilyn never lost her insight, her passion, and her humour. To confront the mounting difficulties of her life, she wrote. Now, for the first time, we can meet this private Marilyn and get to know her in a way we never have before. Fragments is an unprecedented collection of written artifacts -- notes to herself, letters, even poems -- in Marilyn's own handwriting, never before published, along with rarely seen intimate photos. These bits of text--jotted in notebooks, typed on paper or written on hotel letterhead -- reveal a woman who loved deeply and strove to perfect her craft. They show a Marilyn Monroe unsparing in her analysis of her own life, but also playful, funny and impossibly charming. The easy grace and deceptive lightness that made her performances so memorable emerge on the page, as does the simmering tragedy that made her last appearances so heartbreaking. Fragments is an event -- an unforgettable book that will redefine one of the greatest stars of the twentieth century and which, nearly fifty years after her death, will definitively reveal Marilyn Monroe's humanity.
Every customer-oriented business has its own Gladys—someone who demands more than most companies are able or willing to give, one who pushes front-line service representatives’ buttons, one who requires a higher degree of skill to manage. One who—let’s just say it—can be difficult. Yet how is it that some businesses prove able not only to satisfy their “Gladys”, but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, Who’s Your Gladys? reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place. Readers will discover how they can: • Create a culture that values compassionate connection with their customers • Use creative problem solving and emotional management skills to turn challenging situations into opportunities to strengthen relationships • Form strong bonds by paying close attention to people’s needs • Customize service to different market segments • Cement unbreakable customer relationships with absolutely anyone.
Provide quality nursing care through each stage of child development! Wong’s Nursing Care of Infants and Children, 12th Edition uses an easy-to-follow, family-centered approach to describe the care of children at each age and stage of development. The book begins with a discussion of the influences on and assessment of child health, then provides chapters on child health promotion and health problems — all organized by age groups and body systems. Up-to-date, evidence-based information helps you develop critical thinking skills along with the sensitivity needed to become a compassionate, caring pediatric nurse. Written by a team of experts led by Marilyn J. Hockenberry, Wong’s continues to be the leading text in pediatric nursing. Focus on family-centered care emphasizes the role and influence of the family in child health and illness with a separate chapter and Family-Centered Care boxes. Full-color drawings and photographs reflect the latest in nursing care. Nursing Care Guidelines boxes offer clear, step-by-step instructions for interventions in a variety of situations and conditions, and Nursing Care Plan boxes included expected patient outcomes and rationales for nursing interventions. Nursing Tips include helpful hints and practical, clinical information. Translating Evidence into Practice and Applying Evidence to Practice boxes help you apply research to improve the outcomes of nursing care. Atraumatic Care boxes contain techniques for care that manage pain, discomfort, or stress, along with approaches to promote self-esteem and prevent embarrassment. Emergency Treatment boxes serve as a quick reference for interventions in critical situations. Cultural Considerations and Cultural Competence content provides tips from clinical experts. Community and Home Health Considerations boxes address issues such as increasing immunization rates, decreasing smoking among teens, and preventing lead poisoning. Drug Alerts highlight important drug-related information for safe, appropriate care. Nursing Alerts call out critical considerations such as key assessment data, risk factors, and danger signs that must be considered in providing care. Research Focus boxes emphasize research with concise reviews of important evidence.
Whether travelers are looking for a romantic getaway or a family vacation, this "Best Places to Stay" title provides accurate and up-to-date information for Washington, Oregon, Idaho, and British Columbia.
A comprehensive and richly illustrated introduction to the world of viruses As parasites that are often hundreds of times smaller than bacteria, viruses exist in and on everything, everywhere. Rapidly evolving, they are highly opportunistic and relentlessly efficient. While some viruses are obviously agents of disease, as the COVID-19 pandemic has reminded the world only too well, others can be beneficial, helping to protect their hosts from other microbes, or allowing hosts to function in otherwise impossible ways. In Viruses, virus expert and author Marilyn Roossinck presents a comprehensive and richly illustrated introduction to viruses that reveals their true nature. Using lively text, clear graphics, and beautiful imagery, Viruses examines all the aspects of viruses that are essential for understanding them—their diversity, behaviors, life cycles, and much more. Written in a nontechnical and easy-to-follow style, the book covers what viruses are and where they come from; how they transmit and evolve; the battle between viruses and hosts, including immunity and vaccination; viruses that are good for us; the critical role viruses play in the balance of earth’s ecosystems; what makes a virus—including COVID-19 and influenza—become pandemic in plants or animals; and the cutting-edge research that is discovering thousands of new viruses. Each chapter concludes with stunningly illustrated profiles that highlight key viruses. In a world where understanding viruses is more important than ever, Viruses offers a rich and inviting introduction to organisms that, for all the harm they can do, are also essential for the health of animals, plants, and the world we share.
Even a seemingly trivial mistake in how physical evidence is collected and handled can jeopardise an entire criminal case. The authors present this guide to crime scene procedures, a practical handbook designed for all involved in such work.
An essential illustrated guide to the 101 most fascinating viruses This stunningly illustrated book provides a rare window into the amazing, varied, and often beautiful world of viruses. Contrary to popular belief, not all viruses are bad for you. In fact, several are beneficial to their hosts, and many are crucial to the health of our planet. Virus offers an unprecedented look at 101 incredible microbes that infect all branches of life on Earth—from humans and other animals to insects, plants, fungi, and bacteria. Featuring hundreds of breathtaking color images throughout, this guide begins with a lively and informative introduction to virology. Here readers can learn about the history of this unique science, how viruses are named, how their genes work, how they copy and package themselves, how they interact with their hosts, how immune systems counteract viruses, and how viruses travel from host to host. The concise entries that follow highlight important or interesting facts about each virus. Learn about the geographic origins of dengue and why old tires and unused pots help the virus to spread. Read about Ebola, Zika, West Nile, Frog virus 3, the Tulip breaking virus, and many others—how they were discovered, what their hosts are, how they are transmitted, whether or not there is a vaccine, and much more. Each entry is easy to read and includes a graphic of the virus, and nearly every entry features a colorized image of the virus as seen through the microscope. Written by a leading authority, this handsomely illustrated guide reveals the unseen wonders of the microbial world. It will give you an entirely new appreciation for viruses.
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