I have been working in customer service training for over a decade now and I've seen a lot of systems come and go. Lisa Ford's insights and ideas about customer service, however, are timeless. This book represent a compilation of the customer service ideas and techniques she has talked about over the years. It's great to have all of it in one place, and in a book format. I had been looking forward to the publication of this book for a while, and I have to admit that it exceeded my expectations. Not only did it talk about what good service is, but it goes a step beyond what other books do and talks about HOW to reach the level of exceptional service in your company. The book includes self-appraisals, ideas for team exercises, and numerous examples of good service and poor service. It is well written, very cohesive and, if sincerely adapted by a company, can turn-around any failing customer service program.

This book is very informative and provides the reader with amazing detail of how the justice system works.

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A true artist. Unafraid to search and share, to dig deep into his own heart.

Hoff's skill as a photographer is shown plainly throughout this book. He was known for using very little film, which increases an objective appreciation of his skill; he understood boxing and could anticipate moments of significance and arrange them to create technically superb photographs, without making dozens of pictures. The boxers depicted in this volume are now historical figures, but so are these photographers, of which Hoff is perhaps the best example. Live television coverage has changed the nature of boxing photography irrecoverably since the days when Hoff was photographing the sport. This volume is important as a historical document, then, from two angles - firstly as a record of what many perceive as the golden age of boxing, but also as an archive of amazing photography skills which are now impossible for photographers to learn, let alone master. A must for fans of both serious photography and boxing. J B-W

As the wife of a firefighter I read this book with love and affection, as it helped me understand how to help my husband and his stress dangers. I can now deal with his stress (and mine) in an informed way, which is more effective than blindly trying home remedies. This will help families use stress reducers in dealing with the special people in their lives. I think this is the most useful book you can buy in the area of firefighting. Even more than promotional study aids for promotion.

Davies continues his excellence in scholarship and fresh perspective on the interaction of Norman/"English" influences on the existing cultures of the British Isles during the immediate two centuries following the invasion. It elegantly reflects that this process of "integration" of Wales, Ireland and Scotland was not natural or inevitable and could only be accomplished by force - or a forceful ruler (Henry I, Henry II. Edward I). In fact, the process of integration may have fostered the development of cultural unity that could only be overcome by force. It sheds an exceptional light on the question of "natural" British unity. As with all of Davies works, his writing style can hold the reader's attention while still being well-documented in facts.

This is the book that defined modern routing for the internet and helped to begin much of the operations reseach area. It is a must for those interested in turning over the old paradigm with "chaos theory" and non-linear dynamic approaches.

A fascinating city, this would be the number 1 book to take there with you. Virtually no photographs, but good maps and great detail about the city, it's sights, culture, people, and style. And Glasgow has lots of style. The Footprint book is thorough with a sense of humour, easy to carry, covers outlining areas and day trips well. A few more maps in the very back would have been helpful, but what was included worked well. This is the best book for Glasgow.

In one word - Marvelous. Right when I got It it was a breeze using it. From the ime that you open it, to the time that it's covered in car grease and not ledgable anymore, its a truck owners bible. There is an easy-read index that guides you throughtout the book and tons of photos. As an amature mechanic, I can have trouble reading complicated scematics and maps to engines. But this book made it simple. I would definitly reccomend it to anyone. (Be sure to see the parts list in the back-great help on ordering hard to find parts)