The Great Task Remaining is a striking, often poignant portrait of people balancing their own values—rather than ours—to determine whether the horrors attending Mr. Lincoln’s war were worth bearing in order to achieve his ultimate goals. 

As 1863 unfolds, we see the useless bloodbath at Fredericksburg, the disaster at Chancellorsville, the battle of Gettysburg, and the end of the siege of Vicksburg. Then, astonishingly, the Confederacy springs vigorously back to life after the Union triumphs of the summer, setting the stage for Lincoln’s now famous speech on the Pennsylvania battlefield. Without abandoning the underlying sympathy for Lincoln, Marvel makes a convincing argument for the Gettysburg Address as being less of a paean to liberty than an appeal to stay the course in the face of rampant antiwar sentiment. 

The Great Task Remaining offers a provocative history of a dramatic year—a year that saw victory and defeat, doubt and riot—as well as a compelling story of a people who clung to the promise of a much-longed-for end.

What's the best way to get an angry customer to stop yelling at you over the phone?
How can you stand up for yourself AND stay professional with even the nastiest customers?
How can you reduce the length of time angry customers argue?
How do you ensure offensive behavior from one customer doesn't affect how you treat the NEXT customer?
And, how do you stop offering rent free space in your head to angry customers who insist on haunting your thoughts after work?

No more "I should have said..."! Finally a practical guide to working with difficult customers that goes beyond the obvious. Based on principles of Psychology and Psycholinguistics this book provides more than 100 tactics and behaviors you can use to deal professionally with hostile, angry, unreasonable customers without taking or giving offense.

Including wisdom from thousands of customer service representatives, the techniques in this book will cover almost any tough situation you may face. It's time to take control of difficult customer situations to reduce your stress and enjoy your job fully.

Stop allowing customers to ruin your day.

If you like your job -- if only the nasty customers would go away, this is for you.

Includes sections on manipulative people, how to shut down ranting customers, how to get people to listen to what you have to say so you can help, and a section for managers and supervisors. Also tips on interacting with customers via email, phone and social media. "Whether you have ten days or ten years experience, you WILL learn something from this book. Guaranteed!"