The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results—The Toyota Way. A must-read for service professionals of every level, this groundbreak
The Adair legacy concludes with a shocking revelation? Kidnapped and held captive for weeks, Shelby O'Hara is grateful to be rescued by handsome secret service agent Daniel Henderson. But the rebellio
Busy managers and customer service instructors in charge of training their customer service employees will find powerful tools and advice in "Customer Service Training 101". This inspiring, comprehens
Spenser—“God’s gift to the Boston crime scene” (Kirkus Reviews)—and his redoubtable sidekick, Hawk, seek revenge on a cold-blooded killer.When his closest ally, Hawk, is brutally injured and left for
The newly revised 4th edition of AUTOMOTIVE SERVICE: INSPECTION, MAINTENANCE, REPAIR contains all the knowledge and skills necessary for readers to be successful in a number of automotive careers. Th
The Brave New Service Strategy, delves into the evolution of service delivery and identifies three ways to forge links with customers: the relationship - where the customer personally knows the servic
Envisioning a system of higher education that meets community needs by cultivating in students a commitment to civic engagement, the authors of Service-Learning Code of Ethics equip readers with the n
Service America was Dow-Jones Irwin^s best selling book in history. As the definitive book on customer service--and the first major title in the field--it helped to define the category, spurring on do
Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service
The Kurosagi Corpse Delivery Service is back...only to find they've got competition from an evil rival version of themselves, not to mention an...American cartoon version of themselves? But don't fear
An incendiary tale of erotic seduction--and the high stakes of surrender…NO REQUEST WILL BE DENIED.To save his family's hotel empire, Leo Perconti arrives at Boston's Palazzo prepared to take no priso
Subject: Lieutenant Jameson Cartwright Current Status: Out of commission?and totally in lust! It was the cat's fault. Otherwise Jameson Cartwright wouldn't have tripped and ruined not only his knee, b
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-know
"Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-
Some manga offer you stories about zombies...others, robots...others, otaku--but onlyThe Kurosagi Corpse Delivery Service would offer you a story about a zombie robot otaku! And that's just thefirst o
Kick-Ass writer Mark Millar, Watchmen legend Dave Gibbons, and superstar director Matt hew Vaughn team up to reinvent the spy genre for the 21st century in one of the most brilliant new comics of rece
The CHILTON 2010 ASIAN VOLUME 5 SERVICE MANUAL now includes even better graphics and expanded procedures! Chilton's editors have put together the most current automotive repair information available
Together in one volume, here are the first three novels in Naomi Novik’s New York Times bestselling Temeraire series, combining the gripping history of the Napoleonic era, the thrill of Anne McCaffrey
Kiki, a young witch-in-training, has reached the age of 13. According to tradition, all witches of that age must leave home for one year, so that they can learn how to live on their own. Kiki, along w
A three-volume series that provides the intermediate-level pianist with classical music that is appropriate for the worship service. Pieces are arranged in each volume alphabetically and by classifica
Given the huge number of applications of polymeric materials in everyday life, especially applications where a failure in service may lead to economic loss, injury or death, the ability to determine t
The Chilton 2010 General Motors Service Manuals now include even better graphics and expanded procedures! Chilton's editors have put together the most current automotive repair information available
A FINALIST FOR THE NATIONAL BOOK CRITICS CIRCLE AWARD, THE LOS ANGELES TIMES BOOK PRIZE, THE DAYTON LITERARY PEACE PRIZE, AND THE NEW YORK PUBLIC LIBRARY HELEN BERNSTEIN AWARD FOR EXCELLENCE IN JOURNA
Your competitive edge in today's business environment is all about the power of loyalty. So if you want to succeed, it's time to think outside the box of traditional customer service. The Simple Truth
This tycoon plays to win! When widower Stefano Gunn meets trainee lawyer Sunny Porter, he's instantly sure of two thingsshe's the perfect person to take care of his daughter and is by far the mos
A newly revised text covers all eight major course areas of automotive technology, including an introduction to shop management, theories of vehicle systems operations, and step-by-step procedures for
"From a MacArthur Fellow and the author of The Good Soldiers, a profound look at life after war No journalist has reckoned with the psychology of war as intimately as David Finkel. In The Good Soldie
Don't ask your customers, "How is OUR service doing?"Ask them, "How are YOU doing?"Advance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave
In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing you can into cultivating true customer loyalty. Loyal customers are less
For years, the Ohio–class submarine served as one of the frontline weapons in America's nuclear Navy. But with the collapse of the USSR, America needs to modernize its arsenal to take into a
Intended for group training sessions, this resource provides 50 activities for examining personal attitudes in the workplace, encouraging teamwork, demonstrating the difference between active and pass
Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as
Models and Strategies for Exchange Rate ForecastingMichael R. RosenbergGetting an accurate exchange rate is critical for any company doing business in today's global economy. Exchange Rate Determinati
VoIP SAVINGS AND FLEXIBILITY! TELEPHONE-LINE QUALITY?Despite the features that make Voice over IP so attractive from the standpoint of cost and flexibility of telephone services, businesses will only
At last here is a comprehensive text on the managerial problems of professional firms. David Maister, whose international consulting practice has gained him the reputation among his peers as "the guru
