Candy Monster

Children's Books

Anderson, Kristin

Anderson Aut, Brian

Science Fiction & Fantasy

Loren Merrill

Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)

Outlines the skills and techniques of providing superior customer service

Business & Money

Zemke, Ron

Management & Leadership

Amacom Books

First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to: * handle irate customers * end those ""endless"" calls * take meaningful messages * handle conference calls and transfer calls * screen calls and ask focused questions * use the phone during emergencies * improve their voice effectiveness With worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service.

Great Customer Service on the Telephone (Worksmart Series)

AMACOM

In this sequel to the bestselling Delivering Knock Your Socks Off Service, Anderson and Zemke show readers not only how to maintain grace under fire when it comes to customer service, they actually give suggestions for fielding tough-as-nails customer questions--with aplomb.

Knock Your Socks Off Answers: Solving Customer Nightmares & Soothing Nightmare Customers (Knock Your Socks Off Series)

This bright and breezy service primer has proven itself a big hit with front-line service providers and service managers alike! For the nearly 80% of America's workforce that provides service, this friendly tool makes sure the "good service" message gets across loud and clear. Using anecdotes, cartoons, and checklists the book make its point: 
"As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back -- perhaps even to make or break the company." 
With a mix of inspiration and concrete techniques readers can put to use the very day they get it, the book shows how to: 
** use the power of listening to help customers ** use words effectively -- to soothe, reassure, and communicate ** personalize service without getting emotionally involved ** master the Art of Calm ** make service more than just "being nice" and really deliver tangible benefits to the customer 
The second edition is completely updated and includes new information on: e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem solving, and managing the "customer from hell"!

Delivering Knock Your Socks Off Service

The sixth book in the "Knock Your Socks Off Service" series tells tales (101 of them) of memorable customer service, customer service heroes, and service providers who have gone "Above and Beyond" for their customers. 
This delightful book shares shining examples of the "Daily Delights," the "Great Saves," and the "Random Acts of Service Kindness" that make customers remember -- and that bring them back to an organization again and again. With its humor, pragmatic observations, and dozens of stories from "the service zone," anyone at any service level will get a kick out of this book. (And learn some lessons along the way!)

Tales of Knock Your Socks Off Service: Inspiring Stories of Outstanding Customer Service (Knock Your Socks Off Series)

State of Giving is at once an authoritative overview of Oregon’s toughest challenges and a much-needed manifesto for greater civic engagement. Chaillé and Anderson highlight the crucial role that nonprofits play as pillars of Oregon’s civic structure through their engaging profiles of the charismatic civic leaders, grassroots organizations, donors, and volunteers who are working to combat some of Oregon’s most enduring problems, including: • Education Inequity • Environmental Conservation • Social Inequity and Discrimination • Hunger and Homelessness • The Urban/Rural Divide • Arts, Culture, and Heritage Funding Traversing the state from a remote Great Basin field station to an intercultural center in north Portland, State of Giving shows the many faces of public engagement in people like education activist Ron Herndon, volunteer historians Gwen Carr and Willie Richardson, and Wallowa County philanthropist and rancher Doug McDaniel. Their stories reveal that there are ways in which we all—regardless of wealth, location, age, or background—can give back to our communities. In addition to introducing Oregon’s key areas of need and demonstrating diverse pathways into civic engagement, the book provides extensive resources for prospective volunteers and donors. Rousing, accessible, and enlivened by photographs of its people and places, State of Giving is an essential reference for anyone interested in building a better Oregon, starting today.

State of Giving: Stories of Oregon Nonprofits, Donors, and Volunteers

Self-Help

Chaillé, Greg

Success

Oregon State University Press

500 Years of Graphic Art Techniques

Arts & Photography

Graphic Design

Facts

"Captivating! An emotional love story through Europe." The Venice Insider Description: Solid and dependable, high school counselor Sarah Turner knows all about helping others get their lives on track. But when her own life spirals drastically off course due to a fast-track divorce, she surprises everyone. She leaves her job and home in Bend, Oregon and heads to Europe for a six-week solo adventure. Amsterdam is her final destination where she plans to enter a controversial program that could change her life. From the temples of Angkor Wat to the ruins of Machu Picchu, renowned Dutch travel writer Fokke van der Veld has seen it all. After a major betrayal, there’s one thing he’s not interested in seeing again: women. That’s why the guys-only trip to the Italian Dolomites with his old university brothers is just what he needs. Sort of. If they weren’t teasing him and getting him drunk. When a series of unexpected events in Italy throws Fokke and Sarah together, the sparks are undeniable, but so is the fear that keeps them apart. Will these two independent travelers open themselves up to a chance of love, or catch a fast train to safety? Kristin Anderson, author of Green (2013), is an American living in The Netherlands with her Dutch husband and their son. This is her second novel.

The Things We Said in Venice

Romance

Contemporary

CreateSpace Independent Publishing Platform

An anthology of case studies of eight different schools and school systems that have implemented successful Data Teams. A Data Team is a group of teachers who collects and charts data from assessments of students, analyzes both strengths of and obstacles facing a student, establishes goals, selects instructional strategies and determines result indicators for individual students. These case studies review the school's plan, their mid-course corrections and their successes.

Data Teams Success Stories

Education & Teaching

Schools & Teaching

Lead + Learn Press

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Books by Anderson, Kristin