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Putting The Care In Customer Service

RRP $71.50

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Do your Customers know you REALLY care? The business world is filled with technology - cell phones, voice mail, blackberries, computers, and laptops. The typical customer can get lost in something as simple as a company's phone routing system. Press 1 if you need information and hours of operation. Press 2 if you need an operator. By the time the customer makes it to a "live" person, they are frustrated or confused! To retain your current customer base and attract new customers, you MUST have a well trained customer service representative on the other end who is well trained. The customer service representative is the "face" of your company and your image is at stake every time the phone is answered. This book will bring everyone in your company, from the chief executive to the front line customer service staff back to the basics of good old fashioned customer service. The type of techniques discussed in this book help you to focus on how to show the customer that you care about them and that they are not just a number. It's simply amazing how common courtesies can make your customer sing praises about your company! Read this book and use these techniques and "cause a revolution in your business"!

Health Care Services In The 1990s

RRP $256.99

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How do you go about choosing between health insurance plans ...selecting a hospital...choosing a doctor? These are just some of the difficult decisions certain to have a profound impact on your physical, emotional, and financial well-being for years to come. This comprehensive guide shows you how to make knowledgeable choices--how to get everything you require from our nation's $600 billion a year health care system. Health Care Services in the 1990s provides life-or-death information about ambulatory care, long-term care, and mental health services. Learn about the changing roles of physicians and dentists...insurance vs. pre-paid plans...how hospitals and physicians get current addresses, contact information, and toll-free telephone numbers of agencies capable of anwersing questions about specific needs and situations. health care system, and proceeds with the active role of the consumer as a partner in the system, protecting and promoting one's own health. The book also describes ways in which the systeM's resources can be most advantageous when the consumer is not in bad health. The book progresses with a detailed exploration of the major components of the system, and analyzes functions such as ambulatory care, the choice of a hospital and its services, long term care, the nursing home, and mental health services. The major providers of care (the physicians, dentists, and other relevant providers) and how to work with them are discussed. Consumer approaches to health insurance, governmental health care programs, and financial considerations are also addressed. The quality of health care from the consumer viewpoint and protection of consumer rights inherent in the system is another aspect covered in this valuable book. Alternatives to the traditional health care system are also provided.

Digital Services In The 21st Century

RRP $254.99

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Telecommunication Services provides a holistic approach to understand telecommunications systems by addressing the emergence and domination of new digital services, consumer and economic dynamics, and the creation of content by service providers.

  • Includes services, underlying technologies, and internal capabilities for social network advertising
  • Covers market dynamics that determine the successes and failures of service offerings
  • Discusses the impact of smartphones (iPhone launch) on the telecommunications and mobile device industry

Fundamentals Of Phonetics

RRP $482.99

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For courses in phonetics and linguistics for speech and hearing students (Communications Sciences and Disorders)


Introduce students to the fundamentals of linguistic phonetics, designed to help students become proficient in phonetics and phonetic transcription.


This clear, systematic, easy-to-understand text provides speech and hearing students with a thorough understanding of phonetics principles through practice. Fundamentals of Phonetics uses in-text exercises and supplemental audio recordings to teach the practical skills necessary to successfully perform phonetic transcription of individuals using the International Phonetic Alphabet (IPA). Students learn about the transcription of consonants and vowels, connected speech, and individuals with speech sound disorders. A chapter on speech acoustics introduces spectrograms and the acoustic characteristics of speech sounds. Students also learn how to transcribe individuals who display regional and ethnic dialectal variation of speech, including those who have learned to speak English as a second language. Throughout the text are included chapter objectives, learning exercises, in-class and take-home assignments, online resources, and study questions that will help students learn, process, and practice the material presented in the text.


Note: This text does not come with the audio cd. To order the audio CD, use ISBN 013403306X. To order the audio CD packaged with this text, use ISBN 0134204816.

The South African Intelligence Services

RRP $457.99

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This book is the first-ever history of South African intelligence and provides a detailed examination of the various stages in the evolution of South Africa's intelligence organizations and structures. It covers:

  • the apartheid period of 1960-90

  • the transition from apartheid to democracy of 1990-94

  • the post-apartheid period of new intelligence dispensation from 1994-2005.

In the first period, it examines not only the apartheid government's intelligence dispensation and operations, but also those of the African National Congress, and its partner, the South African Communist Party (ANC/SACP) - as well as those of other liberation movements and the 'independent homelands' under the apartheid system.

Examining the civilian, military and police intelligence structures and operations in all periods, as well as the extraordinarily complicated apartheid government's security bureaucracy (or 'securocracy') and its structures and units, the book discusses how South Africa's Cold War 'position' influenced its relationships with various other world powers, especially where intelligence co-operation came to bear. It outlines South Africa's regional relationships and concerns - the foremost being its activities in South-West Africa (Namibia) and its relationship with Rhodesia through 1980.

Finally, it examines the various legislative and other governance bases for the existence and operations of South Africa's intelligence structures - in all periods - and the influences that such activities as the Rivonia Trial (at one end of the history) or the Truth and Reconciliation Commission (at the other end) had on the evolution of these intelligence questions throughout South Africa's modern history.


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