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Customer Care Excellence sets the scene for customer care against a backdrop of increasing customer expectations, globalization and developing technology. Using international case studies and examples (including ebay, Virgin and Aviva) it looks to define really excellent service and shows how organizations can create customer focus.

First Published in 2001. Routledge is an imprint of Taylor & Francis, an informa company.

First Published in 1999. Routledge is an imprint of Taylor & Francis, an informa company.

This text investigates courseware delivery where resources are based on the World Wibe Web and are computer-managed. It follows a structured approach and provides practical support on general principles, best practice, skills needed and decisions to be made.

Games and simulations are an effective way of supporting the curriculum. This handbook demonstrates how to develop and use games and simulations in schools. It provides practical advice and guidance on how and when to use these as well as illustrative cases from nursery schools to secondary level.

Winning New Business by Richard Denny is the book for everyone who needs to know the skills of successful selling but lacks the training - or the courage - to sell effectively.

NLP Coaching is the definitive guide to understanding and using NLP models and methods. Offering a unique evidence-based perspective to the subject, the author presents and evaluates its use as a communication and development technique.

Find ways to create value and adjust your business to a rapidly changing landscape.

The Leadership of Muhammad is a study of the life story and leadership skills of the Prophet. John Adair served with a Bedouin regiment in the Arab Legion and this book is full of the fascinating detail of Bedouin culture, highlighting the key leadership skills displayed by Muhammad.

The Brain Fitness Workout includes a wide range of puzzles and tests, including different sorts of IQ tests, brain teasers and puzzles involving words, numbers and shapes to boost your brain power and stretch your mind.

Evidence-Based Reward Management considers how to get better return on pay and benefits, whether incentives are a positive thing, engaging staff for increased performance and questions some of the fads in reward.

Better understand experiential learning across a range of cultures and contexts, from education to corporate training, with this popular book.

Turn your business into a "value machine" where sales and marketing functions are aligned to work with key customers and create real value for both the customer and the business.

First Published in 2001. Routledge is an imprint of Taylor & Francis, an informa company.

A compelling and revealing account of what can happen when world-famous family businesses fall out. Family Wars draws lessons from disastrous conflicts within dynasties such as Gucci and Ford and provides practical advice on successful succession planning, corporate and family governance and conflict resolution.

This practical new title shows readers how to build, deliver and harness value propositions to create profitable growth for a business, by utilizing the experience of clients and customers.

Discover the strategies behind luxury brands, including how they position themselves as truly elite products or services, who their customers are and how they retain them, and what the future holds

How I Made It is essential reading for anyone who dreams of starting their own business. Gutsy and life-affirming, it features the inspirational stories of 40 successful entrepreneurs including, Duncan Bannatyne, Prue Leith, Sarah Doukas and Emma Bridgewater.

Examine 100 of the world's most spectacular brand disasters, including Enron, Pan Am, smokeless cigarettes and Bic underwear, and learn valuable lessons to ensure a healthy existence for your brand.

Gain invaluable advice from brand managers, psychologists, academics and other experts, on identifying the elements of a successful brand and applying them to your own to win the competitive edge.

A Study Manual of Professional Competence in Road Haulage provides a complete resource for anyone taking the Oxford Cambridge and RSA CPC examination for national and international road haulage.

How to Understand Business Finance provides a quick and effective course from the perspective of the pursuit of business growth, and describes a business proceeding from initial set-up through its first year of trading

How the City Really Works is a comprehensive guide to how London's financial markets operate. It offers advice on how you can put the information it provides to practical and lucrative use and includes sections on: the City of London, the Bank of England, commercial banking, investment banking and all types of financial products.

Forecasting Financial Markets provides a compelling insight into the psychology of trading behaviour - and shows how a clear understanding of such patterns, and the ability to neutralise emotional responses to market fluctuations, can increase investment success.

Test Your IQ contains 400 IQ test questions written and compiled by IQ-test experts, complete with a guide to assessing individual performance which will help to improve vocabulary and develop powers of calculation and logical reasoning.

Gain critical insight into why retail operates the way it does and implement efficient consumer response strategies.

The first book to provide comprehensive country-by-country analysis of the world's leading art markets, The International Art Markets is designed for the art collector and investor looking to broaden their knowledge of the global market and seize buying opportunities wherever they may occur.

Managing Conflict at Work provides guidance on preventing, containing and resolving conflict. It examines conflict in the context of workforce motivation, leadership and corporate responsibility and includes advice on mediation, stakeholder analysis and reflective questioning.