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Delivering Fantastic Customer Experience How to Turn Customer Satisfaction Into Customer Relationships

Delivering Fantastic Customer Experience How to Turn Customer Satisfaction Into Customer Relationships

If you don’t offer great customer experience your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an OK experience and get away with it. In today’s hypercompetitive environment companies can no longer be just B2C or B2B. They must become B2Me – more personal more relevant. With customers having higher expectations and access to more information than ever before companies must create stellar frictionless personalized and memorable customer experiences if they plan to stay in the game. In this book you will learn: • What customer experience truly is. • How emotions can increase customer loyalty…or make customers ditch a brand. • Which behaviors and attitudes lose customers. • Ten easy practical and proven ways to immediately improve your customer experience. • What renowned companies do to offer the best customer experience. This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience whether it be managers associates sales reps marketing professionals web strategists accountants customer service reps delivery people or installers. No matter what role you play this book offers easy tips recommendations and examples to help improve customer experience realistically sustainably and affordably. | Delivering Fantastic Customer Experience How to Turn Customer Satisfaction Into Customer Relationships

GBP 16.99
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Stress-Free Math A Visual Guide to Acing Math in Grades 4-9

Stress-Free Math A Visual Guide to Acing Math in Grades 4-9

Equipped with the #1 guide to help kids (and their parents) with math homework students will be able to quickly find the definitions and illustrated examples that will enable them to solve many of the math challenges they face. Covering everything from addend to zero Stress-Free Math:Is perfect for both kids and their parents looking for help with math homework and the tools to ace the class! Gives students in grades 4-9 more than 400 definitions full-color illustrations and examples. Covers subjects like measurement algebra geometry fractions and decimals statistics and probability and problem solving. Helps students solve math problems with confidence. Is a fully updated reimagining of the best-selling Math Dictionary for Kids. This well-organized and easy-to-follow quick reference guide includes illustrated concise explanations of the most common terms used in general math classes. Packed with strategies to help students get better grades and master math concepts without any headaches this math study guide also discusses how students can use manipulatives and basic math tools to improve their understanding and includes handy measurement conversion tables guides to geometric shapes and more. Each concept covered has a concise definition and an example or illustration. Grades 4-9 | Stress-Free Math A Visual Guide to Acing Math in Grades 4-9

GBP 12.99
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Sociology in the Soviet Union and Beyond Social Enquiry and Social Change

Sociology in the Soviet Union and Beyond Social Enquiry and Social Change

This fascinating and comprehensive volume traces the development scope and character of sociological research in Russia and subsequently the Soviet Union from the turn of the 20th century to the 1990s. Opening with the lively social debates of pre-Revolution Russia Elizabeth Weinberg discusses the intellectual factions of the post-Revolutionary period and the eventual replacement of 'idealism' with 'materialism' leading to the emergence of Soviet sociology in 1956. The book examines the methods of research that were accepted as valid for Marxist research offering a profile of key Soviet sociologists and the research climate in which they operated. It also discusses the main areas of research that predominated in Soviet sociology with separate chapters on two of the most significant: public opinion research and time-budget studies. This fully revised newly updated edition of The Development of Sociology in the Soviet Union concludes with a discussion of the involvement of Soviet sociologists in the processes of perestroika and glasnost and the changing position of sociology from the late 1980s onwards. | Sociology in the Soviet Union and Beyond Social Enquiry and Social Change

GBP 11.99
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Benjamin Britten and Montagu Slater's Peter Grimes

Benjamin Britten and Montagu Slater's Peter Grimes

‘Who can turn skies back and begin again?’ -Peter This book contends that Peter Grimes widely regarded as one of the greatest and most influential operas of the 20th century is also one of the British theatre’s finest ‘lost’ plays. Seeking to liberate Britten and Slater’s work from the blinkered traditions of theatre and opera criticism Sam Kinchin-Smith poses two questions: If an opera was created like a play and can be staged as a play is it a play? If a portion of its success and influence is the product of this newly identified theatrical engine is it then a great play? The answers involve Wagner and W. G. Sebald George Crabbe and Complicité Akenfield and Twin Peaks. Challenging long-established narratives of post-war theatre history this book makes a compelling case for why practitioners and scholars of performance ought to pay more attention to Britten and Slater’s achievement – a milestone of unconventional English modernism – and perhaps to other operatic masterpieces too. | Benjamin Britten and Montagu Slater's Peter Grimes

GBP 9.99
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The Family Guide to Getting Over OCD Reclaim Your Life and Help Your Loved One

The Family Guide to Getting Over OCD Reclaim Your Life and Help Your Loved One

When a loved one has OCD it's a constant struggle. It hurts to see your spouse so anxious or your teen spending so much time alone. You've tried logic reassurance even accommodating endless rituals-but too often these well-meaning attempts actually make OCD worse. Psychologist Jonathan Abramowitz has worked with countless families affected by OCD and he understands the strain. He also knows you can turn things around. Grounded in state-of-the-art treatment research this compassionate guide helps you change your own behavior to support your loved one's recovery. By gently but firmly encouraging the person you care about to face their fears you can stop being controlled by the disorder disentangle yourself from unhealthy patterns and see your whole family grow more confident and hopeful. Vivid stories dos and don'ts and practical tools (which you can download and print for repeated use) help you follow the step-by-step strategies in this life-changing book. | The Family Guide to Getting Over OCD Reclaim Your Life and Help Your Loved One

GBP 14.99
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Managing Hot Flushes and Night Sweats A Cognitive Behavioural Self-help Guide to the Menopause

Managing Hot Flushes and Night Sweats A Cognitive Behavioural Self-help Guide to the Menopause

This revised edition of Managing Hot Flushes and Night Sweats offers up-to-date and evidence-based information about the menopause and about hot flushes and night sweats which are the main reason that women seek medical help. The four-week self-help guide uses cognitive behavioral therapy providing information and strategies for managing hot flushes and night sweats as well as stress and sleep. The guide is interactive with exercises and homework tailored to women’s individual circumstances and lifestyles. It challenges myths about menopause and aging and provides better understanding of flushes which in turn reduces stress and improves post-menopausal well-being. The various chapters discuss processes of identification and modification of triggers of hot flushes and offers tips to women on dealing with hot flushes in social and work situations. The guide can be as effective as eight hours of group CBT and will help women who want to try a non-medical treatment that is brief and effective without side effects or just want to be better informed. | Managing Hot Flushes and Night Sweats A Cognitive Behavioural Self-help Guide to the Menopause

GBP 16.99
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New Directions in Sport History

New Directions in Sport History

Emerging from the ‘history from below’ movement sport history was marginalised for decades by those working within more traditional historical fields (and institutions). Although a degree of ignorance still exists sport history has now acquired a level of credibility through the dedicated work of professional historians. And yet as this authority has been established changes to UK higher education funding (the removal of direct state funding the Research Excellence Framework and tuition fees) and academic publishing (open access) have the potential to damage or even end sports research. This book examines sport history from a variety of perspectives. Do mainstream historians need to engage or ‘play’ with sports historians? Has the postmodernist ‘cultural turn’ in sports history been helpful to the sub-discipline? How can the teaching of sports studies be more innovative and inspiring? How can oral history and sport history be utilised in the study of other branches of historical interest. Although changes are required in dealing with the current political reality of UK higher education sport history still has a great deal to offer students future employers and the public alike. This book was originally published as a special issue of the International Journal of the History of Sport. | New Directions in Sport History

GBP 11.99
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Teaching Classroom Controversies Navigating Complex Teaching Issues in the Age of Fake News and Alternative Facts

Teaching Classroom Controversies Navigating Complex Teaching Issues in the Age of Fake News and Alternative Facts

Teaching Classroom Controversies is the essential guide for all teachers trying to navigate their way through issues of controversy in the age of ‘fake news’ and ‘alternative facts’. Arguing that schools have a key role to help turn the tide and promote intellectual humility and openness the book shows teachers how they can set the boundaries to ensure a purposeful learning environment that thinks about controversy in terms of evidence reasoned argument and critical reflection. Drawing on the latest research the first part of the book provides frameworks for teaching and learning about controversy including how to facilitate respectful discussion the biases that impact student beliefs and the pedagogical techniques that should be applied in the classroom. The second part offers practical guidance on how to teach the most contentious issues facing young children and teenagers in society today dealing with wide-ranging questions such as: Is Santa Claus real? Do I have a ‘normal’ family? Is the Holocaust a hoax? Should there be any limits on free speech? Teaching Classroom Controversies offers teachers the tools to develop their students' critical thinking on the timely and cutting-edge issues of controversy that are shaping our world. | Teaching Classroom Controversies Navigating Complex Teaching Issues in the Age of Fake News and Alternative Facts

GBP 16.99
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Excitable Speech A Politics of the Performative

Excitable Speech A Politics of the Performative

‘When we claim to have been injured by language what kind of claim do we make?’ - Judith Butler Excitable Speech Excitable Speech is widely hailed as a tour de force and one of Judith Butler’s most important books. Examining in turn debates about hate speech pornography and gayness within the US military Butler argues that words can wound and linguistic violence is its own kind of violence. Yet she also argues that speech is ‘excitable’ and fluid because its effects often are beyond the control of the speaker shaped by fantasy context and power structures. In a novel and courageous move she urges caution concerning the use of legislation to restrict and censor speech especially in cases where injurious language is taken up by aesthetic practices to diminish and oppose the injury such as in rap and popular music. Although speech can insult and demean it is also a form of recognition and may be used to talk back; injurious speech can reinforce power structures but it can also repeat power in ways that separate language from its injurious power. Skillfully showing how language’s oppositional power resides in its insubordinate and dynamic nature and its capacity to appropriate and defuse words that usually wound Butler also seeks to account for why some clearly hateful speech is taken to be iconic of free speech while other forms are more easily submitted to censorship. In light of current debates between advocates of freedom of speech and ‘no platform’ and cancel culture the message of Excitable Speech remains more relevant now than ever. This Routledge Classics edition includes a new Preface by the author where she considers speech and language in the context contemporary forms of political polarization. | Excitable Speech A Politics of the Performative

GBP 16.99
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