Lucas’ top-selling and award-winning Customer Service 8e has been revised to reflect the demands of customer service today. Chapters are divided into three parts, focused on key aspects of customer service: 1) The Profession 2) Skills for Success, and 3) Building and Maintaining Relationships, and…
The award-winning The Art of Public Speaking offers a time-tested approach that has made it the most widely used college textbook on its subject in the world. Seamlessly coordinated with Connect, McGraw Hill's path-breaking online program, it supplies a proven set of teaching and learning tools that…
Who is the enemy? The enemy is us!Every organisation is filled with people— owners, managers, workers—who worry about the 'enemies' that could bring about the end of their employment.They anxiously focus on other employers, the government, regulators and countless others, yet despite popular bel…
