Recounts the voyages of an eighteenth-century Englishman going to such strange places as Lilliput, where people are six inches tall and to a place where the people are giants.
During one of his adventurous voyages in the 1600s, an Englishman becomes the sole survivor of a shipwreck and lives for twenty-four years on a deserted island.
In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that don't. For over two decades, Delivering Knock Your Socks Off Service has combined this timeless wisdom with powerful tools, real-world examples, and the latest methods to provide customer service professionals an indispensable guide. With lighthearted examples and to-the-point solutions, the book provides readers with proven tips and strategies for exceeding customer needs and expectations, determining the right times to bend or break the rules, becoming fantastic fixers and powerful problem-solvers, using the RATER factors to wow your customers, understanding cultural and generational differences, and coping effectively with your most challenging customers. Plus, the revised fifth edition delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.What is quality customer service--and how do you consistently deliver it for your customers? Discover the answers in this go-to guide for helping customer service professionals deliver outstanding service that keeps customers coming back.
Who would’ve thought that a practical, fun, easy-to-read customer service book would capture the hearts of hundreds of thousands of readers? Now, celebrating its 20th anniversary, Delivering Knock Your Socks Off Service has been completely revised and is better than ever! Still the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. The book provides readers with proven tips and strategies for: • Exceeding customer needs and expectations • Determining the right times to bend or break the rules • Becoming fantastic fixers and powerful problem-solvers • Using the RATER factors to wow your customers • Understanding cultural and generational differences • Becoming a listening post • Coping effectively with “customers from hell” With people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, Delivering Knock Your Socks Off Service is the book no customer service professional can afford to be without.
Today’s customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the best-selling Knock Your Socks Off Service® series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to help meet their customers’ needs. Taking the unique position of seeing things from the customer’s perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide covers such topics as: • how to say no • empathy vs. sympathy • service recovery • listening • email • telephone skills • customers from hell • winning words and soothing phrases • anticipting customer needs • building reliability • customer feedback • keeping a stress log • and more These simple but effective activities take only minutes, but deliver truly powerful, lasting results.
A scientist found a way to turn invisible. He could go anywhere: spy, steal; menace anyone. Only two problems: he couldn't turn visible again and he had gone murderously insane.
Editor John Schuh and his fellow contributors, all experts in the field, detail the methodological aspects of conducting assessment projects specifically for the student affairs practitioner who is ready to conduct assessment projects, but is not quite sure how to manage their technical aspects. Using a variety of case studies and concrete examples to illustrate various assessment approaches, the authors lead the reader step-by-step through each phase of the assessment process with jargon-free, hands-on guidance.
Payette Associates philosophy is centered on planning and designing spaces and enduring buildings for people. Their practice creates places to conduct research and teaching for science, technology, medicine and health; places for campus and cultural life;
Buy anew versionof this Connected Casebook and receiveaccessto theonline e-book, practice questionsfrom your favorite study aids, and anoutline toolon CasebookConnect, the all in one learning solution for law school students. CasebookConnect offers you what you need most to be successful in your law school classes - portability, meaningful feedback, and greater efficiency.This looseleaf version of the Connected Casebook does not come with a binder. Criminal Procedures: The Police: Cases, Statutes, and Executive Materials, Fifth Editionis a comprehensive treatment of criminal procedures that depicts the enormous variety within criminal justice systems by examining the procedures and policies of both federal and state systems and looking at sources of law and doctrine from multiple institutions. The Fifth Edition surveys the constitutional, statutory, and administrative doctrines and practices that shape how the police interact with citizens and investigate crimes; examines the procedures and policies of both federal and state systems, as well as the assumptions and judgments underlying each, and how these systems interrelate and sometimes compete with one another; looks at sources of law and doctrine from multiple institutions, including U.S. Supreme Court cases, state high court cases, statutes, rules of procedure, and police and prosecutorial policies; explores the influence of politics within various institutions of law enforcement and the role of public pressure on policing and procedure with regard to terrorism, drug trafficking, domestic abuse, and the treatment of crime victims; investigates the impact of criminal procedures on law enforcers, lawyers, courts, communities, defendants, and victims through the use of interdisciplinary materials. Key Features of the New Edition: Tracks the major shifts in jurisprudence regarding cell phones, GPS tracking, and other technological aids to criminal investigations. Reflects major developments in judicial and non-judicial regulation of photo identification procedures. Includes coverage of recent U.S. Supreme Court decisions regarding ineffective assistance of counsel during plea negotiations. Surveys recent examples of community policing strategies. Reflects current debates about prosecutorial declinations in the context of marijuana possession charges. Traces the impact of the "innocence movement" on the regulation of criminal investigations. CasebookConnectfeatures: ONLINE E-BOOK Law school comes with a lot of reading, so access your enhanced e-book anytime, anywhere to keep up with your coursework. Highlight, take notes in the margins, and search the full text to quickly find coverage of legal topics. PRACTICE QUESTIONS Quiz yourself before class and prep for your exam in the Study Center. Practice questions fromExamples & Explanations, Emanuel Law Outlines, Emanuel Law in a Flashflashcards, and other best-selling study aid series help you study for exams while tracking your strengths and weaknesses to help optimize your study time. OUTLINE TOOL Most professors will tell you that starting your outline early is key to being successful in your law school classes. The Outline Tool automatically populates your notes and highlights from the e-book into an editable format to accelerate your outline creation and increase study time later in the semester.
Buy anew versionof this Connected Casebook and receiveaccessto theonline e-book, practice questionsfrom your favorite study aids, and anoutline toolon CasebookConnect, the all in one learning solution for law school students. CasebookConnect offers you what you need most to be successful in your law school classes - portability, meaningful feedback, and greater efficiency.This looseleaf version of the Connected Casebook does not come with a binder. In Criminal Procedures: Prosecution and Adjudication: Cases, Statutes, and Executive Materials, the highly respected author team presents a student-friendly, comprehensive survey of the laws and practices at work between the time a person is charged and when the courts resolve the offender's conviction and sentence. In the Fifth Edition, the authors retain the vitality and contemporary approach of the book with an updated selection of cases and statutes and expanded discussions of important topics. Covering in detail the "bail-to-jail" portions of the criminal process, this casebook features: Extensive use of documents from multiple institutions including U.S. Supreme Court cases, state high court cases, state and federal statutes, rules of procedure, and prosecutorial policies; a real world perspective that focuses on high-volume issues of current importance to defendants, lawyers, courts, legislators, and the public; interdisciplinary examination of the impact that different procedures have on the enforcers, lawyers, courts, communities, defendants, and victims; and frequent use of Problems that gives the instructor options for applying concepts and doctrines in realistic practice settings. Key Features of the New Edition: Includes coverage of recent U.S. Supreme Court decisions regarding ineffective assistance of counsel during plea negotiations. Reflects current debates about prosecutorial declinations in the context of marijuana possession charges. Introduces students to debates over prosecutor compliance (or non-compliance) with their discovery and disclosure obligations before trial. Traces the impact of the "innocence movement" on the regulation of criminal investigations.; CasebookConnectfeatures: ONLINE E-BOOK Law school comes with a lot of reading, so access your enhanced e-book anytime, anywhere to keep up with your coursework. Highlight, take notes in the margins, and search the full text to quickly find coverage of legal topics. PRACTICE QUESTIONS Quiz yourself before class and prep for your exam in the Study Center. Practice questions fromExamples & Explanations, Emanuel Law Outlines, Emanuel Law in a Flashflashcards, and other best-selling study aid series help you study for exams while tracking your strengths and weaknesses to help optimize your study time. OUTLINE TOOL Most professors will tell you that starting your outline early is key to being successful in your law school classes. The Outline Tool automatically populates your notes and highlights from the e-book into an editable format to accelerate your outline creation and increase study time later in the semester.
A first edition, Insiders' Guide to North Carolina's Piedmont Triad is the essential source for in-depth travel and relocation information to North Carolina's Greensboro, Winston-Salem, and Highpoint region. Written by a local (and true insider), this guide offers a personal and practical perspective of North Carolina's Piedmont Triad and its surrounding environs.
This work has been selected by scholars as being culturally important, and is part of the knowledge base of civilization as we know it. This work was reproduced from the original artifact, and remains as true to the original work as possible. Therefore, you will see the original copyright references, library stamps (as most of these works have been housed in our most important libraries around the world), and other notations in the work. This work is in the public domain in the United States of America, and possibly other nations. Within the United States, you may freely copy and distribute this work, as no entity (individual or corporate) has a copyright on the body of the work. As a reproduction of a historical artifact, this work may contain missing or blurred pages, poor pictures, errant marks, etc. Scholars believe, and we concur, that this work is important enough to be preserved, reproduced, and made generally available to the public. We appreciate your support of the preservation process, and thank you for being an important part of keeping this knowledge alive and relevant.
This series is especially designed to quickly improve your students' ability to understand and retain what they read. The A to D organization of the worktexts provides progressively challenging activities ranging from simple recall to evaluations requiring higher-older thinking skills. Skills presented are cumulatively reinforced; each worktext reintroduces and builds on skills taught earlier. Equally appropriate as a refresher course for on-level students or as primary instruction for struggling students. Features include: 28 dynamic lessons in every workbook. End-of-book tests provide easy progress assessment. Intriguing reading selection appeal to students of all ages. Confidence-building, two-page format. Challenging variety of response modes includes those found on standardized tests. Consistent review and reinforcement of fundamental comprehension skills. Critical thinking as a key component of "reading for meaning".
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