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The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.
Mark Brandon Read, known to his friends and enemies alike as "Chopper", has spent more than 17 years in prison and has a reputation for violence earned in a blood-spattered career as a streetfighter, standover man, gunman and underworld executioner. He has been shot, stabbed, hit with a claw hammer and nearly kicked to death. In "Chopper 3", Read reveals more stories from the underworld, bringing his humour and sharp eye to bear on prison life, brutality, corruption and the warped code of the values of the criminal fraternity.