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Breakthrough Customer Service

Best Practices of Leaders in Customer Support

Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S&P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support "An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge!" "Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service." "If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries." "A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities." "A great management tool, it provides real-world examples and effective solutions that can be applied to your business." "This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results."

" "A great management tool, it provides real-world examples and effective solutions that can be applied to your business." "This book is must reading for companies that want to be more competitive.

Tropical Rainforest

World Heritage Australia

Guide to Australian rainforests. Presented in five parts - Queensland's wet tropics, how the rainforest works, into the rainforests, saving the rainforests, and a section on enjoying the rainforests, which includes a destination guide with maps. Looks at climate and seasons, biological diversity, regrowth and succession, chemical warfare, nightlife, waterfalls, and fire and rain. Includes full-colour photos and index. Author/photographer has written and photographed several books previously including 'Visions of a Rainforest', winner of the C J Dennis Award for natural history writing, and 'Sharing Culture: Uluru'.

Presented in five parts - Queensland's wet tropics, how the rainforest works, into the rainforests, saving the rainforests, and a section on enjoying the rainforests, which includes a destination guide with maps.

The SQL Server 7.0 Handbook

A Guide to Microsoft Database Computing

This concise and authoritative handbook explains how to implement, administer, design and tune Microsoft's leading data base, and how to use it with other data management technologies and products.

OLAP was bom out of work undertaken by relational database guru Ted Codd
and Arbor Software. The entrance of Microsoft in the OLAP market was
established with the purchase of OLAP technology from an Israeli company
named Panorama in October 1996, and since then the technology has been
enhanced and packaged as Microsoft OLAP Services. It is not the intention of the
authors to give the reader a full description of building a data warehouse with
OLAP Services, rather ...

Building Skills for the TOEFL Test

This edition has been revised to reflect changes to the TOEFL test. The book teaches the skills and exam techniques required by students preparing to take the TOEFL and includes material for the Test of Written English. Two practice tests are included, as well timed practice exercises throughout. Additionally, TOEFL Tactics pages provide useful hints on developing language skills, using the practice material and taking the examination itself.

This edition has been revised to reflect changes to the TOEFL test. The book teaches the skills and exam techniques required by students preparing to take the TOEFL and includes material for the Test of Written English.

Anesthesiology: Today and Tomorrow

Annual Utah Postgraduate Course in Anesthesiology 1985

Certainly it is difficult to sufficiently recognize all those people responsible for
making this as successful a course as it is today. Each successive course
chairman — myself, Dr. Bergman, Dr. Loehning, Dr. Elwyn, Dr. Stanley, Dr. Petty
— has made a contribution to its success. Mr. Ed Lauder, who helped with many
of the physical and fiscal arrangements, the many faithful secretaries and staff
assistants (including Mrs. Rachel Melville, Mrs. Mollie Sato, and Mrs. Vicki Larsen
) the exhibitors ...

A Letter to the Rev. G. S. Faber occasioned by his animadversions upon the application of the mysterious language of Saint Paul in his description of the Man of Sin, etc