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Recipient of the 2017 Textbook & Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States. Customer Service Skills for Success 6e addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The sixth edition of Customer Service Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building an...

Witchcraft, astrology, divination and every kind of popular magic flourished in England during the sixteenth and seventeenth centuries, from the belief that a blessed amulet could prevent the assaults of the Devil to the use of the same charms to recover stolen goods. At the same time the Protestant Reformation attempted to take the magic out of religion, and scientists were developing new explanations of the universe. Keith Thomas's classic analysis of beliefs held on every level of English society begins with the collapse of the medieval Church and ends with the changing intellectual atmosphere around 1700, when science and rationalism began to challenge the older systems of belief. Product details Format Paperback | 880 pages ...

When Lucy hears noises from behind the wall she tries to warn her parents that there are wolves banging about. But her parents don't listen. When the wolves finally take over the house and Lucy and her family are evicted to live in the garden, her parents realise perhaps they should have listened. But Lucy is no shrinking violet and pretty soon she has the wolves out and the family back in the house. So what was that noise Lucy heard coming from behind the wall? This is a brilliant, witty and inventive picture book with cutting-edge art, which is sure to be a hit with existing fans of Neil Gaiman as well as young readers. Product details Format Mixed media product | 56 pages ...