On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need.

More than half-a-million business leaders have discovered the power of the StoryBrand Framework, created by New York Times best-selling author and marketing expert Donald Miller. And they are making millions. If you use the wrong words to talk about your product, nobody will buy it. Marketers and business owners struggle to effectively connect with their customers, costing them and their companies millions in lost revenue. In a world filled with constant, on-demand distractions, it has become near-impossible for business owners to effectively cut through the noise to reach their customers, something Donald Miller knows first-hand. In this book, he shares the proven system he has created to help you engage and truly influence customers. The StoryBrand process is a proven solution to the struggle business leaders face when talking about their companies. Without a clear, distinct message, customers will not understand what you can do for them and are unwilling to engage, causing you to lose potential sales, opportunities for customer engagement, and much more. In Building a StoryBrand, Donald Miller teaches marketers and business owners to use the seven universal elements of powerful stories to dramatically improve how they connect with customers and grow their businesses. His proven process has helped thousands of companies engage with their existing customers, giving them the ultimate competitive advantage. Building a StoryBrand does this by teaching you: The seven universal story points all humans respond to; The real reason customers make purchases; How to simplify a brand message so people understand it; and How to create the most effective messaging for websites, brochures, and social media. Whether you are the marketing director of a multibillion-dollar company, the owner of a small business, a politician running for office, or the lead singer of a rock band, Building a StoryBrand will forever transform the way you talk about who you are, what you do, and the unique value you bring to your customers.

An intoxicating blend of fairy tale magic, lively wit, and romance spice up this companion novel to Enchanted.

An entertaining investigation into the biology and psychology of why we sacrifice for other people Researchers are now applying the lens of science to study heroism for the first time. How do biology, upbringing, and outside influences intersect to produce altruistic and heroic behavior? And how can we encourage this behavior in corporations, classrooms, and individuals? Using dozens of fascinating real-life examples, Elizabeth Svoboda explains how our genes compel us to do good for others, how going through suffering is linked to altruism, and how acting heroic can greatly improve your mental health. She also reveals the concrete things we can do to encourage our most heroic selves to step forward. It’s a common misconception that heroes are heroic just because they’re innately predisposed to be that way. Svoboda shows why it’s not simply a matter of biological hardwiring and how anyone can be a hero if they're committed to developing their heroic potential.

Help Kids Discover Their Own Inner Hero We often teach children that heroes are famous because of something they did, but it's just as important to teach them that heroes are remembered for who they are. In Be Your Own Hero, Lisa King reveals what it takes to be a real-life hero. And it has a whole lot more to do with character and kindness than anything else! Being a hero takes having the courage to believe in yourself, overcome obstacles, and make the world a better - and brighter - place for everyone around you. And the good news is, we all can do that! It's Hero Week at school, and Quinn Wilson can hardly contain her excitement! Each day, her class will meet a real-life hero, and on Friday they get to dress up as their favorite hero from the past or present. Every other kid in the class knows who they want to be, except for Quinn! There are so many heroes she looks up to! How can she choose just one? But when Quinn's teacher, Mr. Finley, teaches the class some important truths about heroes, Quinn discovers something unexpected. In her search to find a hero in someone else, she actually finds the hero in herself!

Develop, expand, and share your gifts as a leader to inspire others to use their own individual talents in extraordinary ways—from one of the country’s most sought-after motivational speakers with a 30+ year career in franchise development. In Unleashing Your Hero, renowned speaker Kevin Brown shares how the heroes who transformed his life are people just like you. People who stepped up and used their talents to make a positive difference within the hectic moments of everyday life. The same person your employees are looking to and trusting in for guidance and support. Through his real-life examples and stories, Kevin will: Provide you with a new definition of what it means to be a hero who inspires others to rise above and beyond in extraordinary ways. Unpack the four characteristics of a hero, based on the entertaining and enlightening true stories of heroes who entered and forever enriched his life. Help you recognize the extraordinary gifts within you and learn how to share those gifts to make life better for yourself and those you influence. The unconventional yet probable path to business and personal success outlined in Unleashing Your Hero will help you and those you lead build extraordinary, fulfilling, impactful lives—at a time when your employees and your organization need the hero within you more than ever.

THE RETURN OF SORAHB? Legend has it that when Farsala most needs a warrior to lead it, Sorahb will be restored by the god Azura. That time has come. After a devastating loss to the army of the Hrum, Farsala has all but fallen. Only the walled city of Mazad and a few of the more uninhabitable regions remain free of Hrum rule, and they seem destined to fall as well. Farsala needs a champion now. Three young people are waging battle as best they can. Soraya, Jiaan, and Kavi, their lives decimated by the Hrum, are each in a personal fight against their common enemy. Apart, their chances are slim, as none of them is Sorahb reborn. United, perhaps they can succeed. But only Time's Wheel can bring them together—if it turns the right way. If it doesn't, Farsala is surely doomed. In the sequel to the critically acclaimed Fall of a Kingdom (formerly titled Flame), the first book of the Farsala Trilogy, Hilari Bell draws readers deeper into the mythical land of Farsala and weaves an epic tale of destiny and danger.