Raving Fans

With a new foreword by Ken BlanchardA straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager.Raving Fans, in a nutshell, is the advice given to a new Area Manager on his first day - in an extraordinary business book that will help everyone, in every kind of organisation or business, deliver stunning customer service and achieve miraculous bottom-line results.Raving Fans is written in the parable style of The One Minute Manager and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature - not just a passing fad.Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace - and turn their customers into raving, spending fans.

Bowles S., Kenneth B. Raving Fans

With a new foreword by Ken Blanchard A straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager. Raving Fans, in a nutshell, is the advice given to a new Area Manager on his first day - in an extraordinary business book that will help everyone, in every kind of organisation or business, deliver stunning customer service and achieve miraculous bottom-line results. Raving Fans is written in the parable style of The One Minute Manager and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature - not just a passing fad. Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace - and turn their customers into raving, spending fans.

Bowles S., Kenneth B. Raving Fans

With a new foreword by Ken Blanchard A straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager. Raving Fans, in a nutshell, is the advice given to a new Area Manager on his first day - in an extraordinary business book that will help everyone, in every kind of organisation or business, deliver stunning customer service and achieve miraculous bottom-line results. Raving Fans is written in the parable style of The One Minute Manager and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature - not just a passing fad. Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace - and turn their customers into raving, spending fans.

Blanchard Kenneth, Bowles Sheldon Raving Fans!

A straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager. Raving Fans, in a nutshell, is the advice given to a new Area Manager on his first day - in an extraordinary business book that will help everyone, in every kind of organisation or business, deliver stunning customer service and achieve miraculous bottom-line results. Raving Fans is written in the parable style of The One Minute Manager and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature - not just a passing fad. Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace - and turn their customers into raving, spending fans.

Coulson Morc The Fitness Instructor's Handbook

The Fitness Instructor's Handbook, 4th edition, is the ultimate resource for anyone working in, or wishing to enter, the fitness industry. Packed full of illustrations, exercise photos, case studies, revision questions and sample programmes – this guide covers every aspect of the theory needed to work as a fitness instructor. Clear, concise and accessible, the content is organised with the specific needs of the fitness professional in mind and covers topics such as: – The skeletal system – Muscles and tendons – The energy system – Circulation and respiration – Components of fitness – Safety issues – Customer service – Screening clients – Planning and programme design – Exercise evaluation This new edition includes advice on how to avoid poor exercise technique that can increase the risk of injury. There is also a brand new section on field protocols for typical health and fitness tests, with guidance on how instructors can standardise them. Other essential updates are also included that reflect changes to the National Occupational Standards for both Level 2 and 3 qualifications. Offering the perfect blend of theory and practice for every aspect of health and fitness, this is the resource you will refer to time and again. 4th edition.

Pink D. To Sell is Human : The Surprising Truth About Persuading, Convincing, and Influencing Others

We're all on sale right nowparents sell their children when they go to bed. Spouses sell their partners for lawn mowing. We sell our bosses for giving us more money and more free time. And in an amazing number we go online to sell ourselves on Facebook, Twitter and online dating profiles.Relying on science, analysis and his trademark clarity of thinking, Daniel Pink shows that sales are not what they used to be. He then provides a set of tools, tips, and exercises to succeed in each new terrain: six new ways to present your idea, three ways to understand the other's point of view, five frames that can make your message clearer, and more.

Pink D. To Sell is Human : The Surprising Truth About Persuading, Convincing, and Influencing Others

We're all on sale right nowparents sell their children when they go to bed. Spouses sell their partners for lawn mowing. We sell our bosses for giving us more money and more free time. And in an amazing number we go online to sell ourselves on Facebook, Twitter and online dating profiles.Relying on science, analysis and his trademark clarity of thinking, Daniel Pink shows that sales are not what they used to be. He then provides a set of tools, tips, and exercises to succeed in each new terrain: six new ways to present your idea, three ways to understand the other's point of view, five frames that can make your message clearer, and more.

Veliz C. Privacy is Power

The first book to call for the end of the data economy. Carissa Veliz exposes how our personal data is giving too much to big tech and governments, why that matters, and what we can do about it. Have you ever been denied insurance, a loan, or a job? Have you had your credit card number stolen? Do you have to wait too long when you call customer service? Have you paid more for a product than one of your friends? Have you been harassed online? Have you noticed politics becoming more divisive in your country? You might have the data economy to thank for all that and more. The moment you check your phone in the morning you are giving away your data. Before you’ve even switched off your alarm, a whole host of organisations have been alerted to when you woke up, where you slept, and with whom. Our phones, our TVs, even our washing machines are spies in our own homes. Without your permission, or even your awareness, tech companies are harvesting your location, your likes, your habits, your relationships, your fears, your medical issues, and sharing it amongst themselves, as well as with governments and a multitude of data vultures. They’re not just selling your data. They’re selling the power to influence you and decide for you. Even when you’ve explicitly asked them not to. And it’s not just you. It’s all your contacts too, all your fellow citizens. Privacy is as collective as it is personal. Digital technology is stealing our personal data and with it our power to make free choices. To reclaim that power, and our democracy, we must take back control of our personal data. Surveillance is undermining equality. We are being treated differently on the basis of our data. What can we do? The stakes are high. We need to understand the power of data better. We need to start protecting our privacy. And we need regulation. We need to pressure our representatives. It is time to pull the plug on the surveillance economy. Insightful, terrifying, practical: Privacy is Power highlights the implications of our laid-back attitude to data and sets out how we can take back control.

Veliz C. Privacy is Power

The first book to call for the end of the data economy. Carissa Veliz exposes how our personal data is giving too much to big tech and governments, why that matters, and what we can do about it. Have you ever been denied insurance, a loan, or a job? Have you had your credit card number stolen? Do you have to wait too long when you call customer service? Have you paid more for a product than one of your friends? Have you been harassed online? Have you noticed politics becoming more divisive in your country? You might have the data economy to thank for all that and more. The moment you check your phone in the morning you are giving away your data. Before you’ve even switched off your alarm, a whole host of organisations have been alerted to when you woke up, where you slept, and with whom. Our phones, our TVs, even our washing machines are spies in our own homes. Without your permission, or even your awareness, tech companies are harvesting your location, your likes, your habits, your relationships, your fears, your medical issues, and sharing it amongst themselves, as well as with governments and a multitude of data vultures. They’re not just selling your data. They’re selling the power to influence you and decide for you. Even when you’ve explicitly asked them not to. And it’s not just you. It’s all your contacts too, all your fellow citizens. Privacy is as collective as it is personal. Digital technology is stealing our personal data and with it our power to make free choices. To reclaim that power, and our democracy, we must take back control of our personal data. Surveillance is undermining equality. We are being treated differently on the basis of our data. What can we do? The stakes are high. We need to understand the power of data better. We need to start protecting our privacy. And we need regulation. We need to pressure our representatives. It is time to pull the plug on the surveillance economy. Insightful, terrifying, practical: Privacy is Power highlights the implications of our laid-back attitude to data and sets out how we can take back control.

Product Resend Link for Customer Service

Grant David, Hughes John, Hudson Jane Business Result. Second Edition. Pre-intermediate. Student's Book with Online Practice

Business Result Second Edition - это практический курс делового английского для профессионалов в бизнес-сфере, стремящихся продвинуться по карьерной лестнице, совершенствуя свой английский язык. Курс фокусируется на реальных, актуальных навыках общения, которые немедленно могут быть использованы студентами на рабочем месте. К учебнику прилагается код доступа к онлайн-практике, содержащей автоматически оцениваемые практические занятия для самостоятельного изучения, видеофайлы и аудиозаписи для загрузки или потоковой передачи, примеры электронных писем для каждого раздела, а также инструменты для отслеживания успеваемости. Business Result Second Edition offers business professionals more communication and language practice than ever before, helping students develop relevant communication skills they can use immediately in the workplace. For business professionals looking to advance their careers through improving their English, Business Result Second Edition is a practical Business English course that focuses on real, relevant communication skills they can immediately use in the workplace. The easy-to-use, flexible and adaptable materials with comprehensive support and guidance from the Teacher's Book allow teachers to tailor their lessons to the needs of their students with minimum effort. With new Online Practice providing automatically-marked practice activities for self-study, video and audio to download or stream, and progress tracking for students and teachers. New Talking Points get students talking about business concepts that are relevant to their work New Viewpoints integrate video into the lesson to bring business English to life New Language Points provide explicit grammar explanations applied in a business context Extended Practically Speaking sections help students put language to use immediately New video and audio available to stream and download at home or in class New automatically-marked Online Practice activities with instant answers provide extra practice of new language learnt in class - ideal for self study New Online Practice enables progress tracking for teachers and students

Duckworth Michael, Hughes John, Turner Rebecca Business Result. Second Edition. Upper-intermediate. Student's Book with Online Practice

Business Result Second Edition - это практический курс делового английского для профессионалов в бизнес-сфере, стремящихся продвинуться по карьерной лестнице, совершенствуя свой английский язык. Курс фокусируется на реальных, актуальных навыках общения, которые немедленно могут быть использованы студентами на рабочем месте. К учебнику прилагается код доступа к онлайн-практике, содержащей автоматически оцениваемые практические занятия для самостоятельного изучения, видеофайлы и аудиозаписи для загрузки или потоковой передачи, примеры электронных писем для каждого раздела, а также инструменты для отслеживания успеваемости. Business Result Second Edition offers business professionals more communication and language practice than ever before, helping students develop relevant communication skills they can use immediately in the workplace. For business professionals looking to advance their careers through improving their English, Business Result Second Edition is a practical Business English course that focuses on real, relevant communication skills they can immediately use in the workplace. The easy-to-use, flexible and adaptable materials with comprehensive support and guidance from the Teacher's Book allow teachers to tailor their lessons to the needs of their students with minimum effort. With new Online Practice providing automatically-marked practice activities for self-study, video and audio to download or stream, and progress tracking for students and teachers. New Talking Points get students talking about business concepts that are relevant to their work New Viewpoints integrate video into the lesson to bring business English to life New Language Points provide explicit grammar explanations applied in a business context Extended Practically Speaking sections help students put language to use immediately New video and audio available to stream and download at home or in class New automatically-marked Online Practice activities with instant answers provide extra practice of new language learnt in class - ideal for self study New Online Practice enables progress tracking for teachers and students

Grant David, Hughes John, Leeke Nina Business Result. Second Edition. Elementary. Student's Book with Online Practice

Business Result Second Edition - это практический курс делового английского для профессионалов в бизнес-сфере, стремящихся продвинуться по карьерной лестнице, совершенствуя свой английский язык. Курс фокусируется на реальных, актуальных навыках общения, которые немедленно могут быть использованы студентами на рабочем месте. К учебнику прилагается код доступа к онлайн-практике, содержащей автоматически оцениваемые практические занятия для самостоятельного изучения, видеофайлы и аудиозаписи для загрузки или потоковой передачи, примеры электронных писем для каждого раздела, а также инструменты для отслеживания успеваемости. Business Result Second Edition offers business professionals more communication and language practice than ever before, helping students develop relevant communication skills they can use immediately in the workplace. For business professionals looking to advance their careers through improving their English, Business Result Second Edition is a practical Business English course that focuses on real, relevant communication skills they can immediately use in the workplace. The easy-to-use, flexible and adaptable materials with comprehensive support and guidance from the Teacher's Book allow teachers to tailor their lessons to the needs of their students with minimum effort. With new Online Practice providing automatically-marked practice activities for self-study, video and audio to download or stream, and progress tracking for students and teachers. New Talking Points get students talking about business concepts that are relevant to their work New Viewpoints integrate video into the lesson to bring business English to life New Language Points provide explicit grammar explanations applied in a business context Extended Practically Speaking sections help students put language to use immediately New video and audio available to stream and download at home or in class New automatically-marked Online Practice activities with instant answers provide extra practice of new language learnt in class - ideal for self study New Online Practice enables progress tracking for teachers and students

Hughes John, Naunton Jon Business Result. Second Edition. Intermediate. Student's Book with Online Practice

Business Result Second Edition - это практический курс делового английского для профессионалов в бизнес-сфере, стремящихся продвинуться по карьерной лестнице, совершенствуя свой английский язык. Курс фокусируется на реальных, актуальных навыках общения, которые немедленно могут быть использованы студентами на рабочем месте. К учебнику прилагается код доступа к онлайн-практике, содержащей автоматически оцениваемые практические занятия для самостоятельного изучения, видеофайлы и аудиозаписи для загрузки или потоковой передачи, примеры электронных писем для каждого раздела, а также инструменты для отслеживания успеваемости. Business Result Second Edition offers business professionals more communication and language practice than ever before, helping students develop relevant communication skills they can use immediately in the workplace. For business professionals looking to advance their careers through improving their English, Business Result Second Edition is a practical Business English course that focuses on real, relevant communication skills they can immediately use in the workplace. The easy-to-use, flexible and adaptable materials with comprehensive support and guidance from the Teacher's Book allow teachers to tailor their lessons to the needs of their students with minimum effort. With new Online Practice providing automatically-marked practice activities for self-study, video and audio to download or stream, and progress tracking for students and teachers. New Talking Points get students talking about business concepts that are relevant to their work New Viewpoints integrate video into the lesson to bring business English to life New Language Points provide explicit grammar explanations applied in a business context Extended Practically Speaking sections help students put language to use immediately New video and audio available to stream and download at home or in class New automatically-marked Online Practice activities with instant answers provide extra practice of new language learnt in class - ideal for self study New Online Practice enables progress tracking for teachers and students

Baade Kate, Hughes John, Holloway Christopher Business Result. Second Edition. Advanced. Student's Book with Online Practice

Business Result Second Edition - это практический курс делового английского для профессионалов в бизнес-сфере, стремящихся продвинуться по карьерной лестнице, совершенствуя свой английский язык. Курс фокусируется на реальных, актуальных навыках общения, которые немедленно могут быть использованы студентами на рабочем месте. К учебнику прилагается код доступа к онлайн-практике, содержащей автоматически оцениваемые практические занятия для самостоятельного изучения, видеофайлы и аудиозаписи для загрузки или потоковой передачи, примеры электронных писем для каждого раздела, а также инструменты для отслеживания успеваемости. Business Result Second Edition offers business professionals more communication and language practice than ever before, helping students develop relevant communication skills they can use immediately in the workplace. For business professionals looking to advance their careers through improving their English, Business Result Second Edition is a practical Business English course that focuses on real, relevant communication skills they can immediately use in the workplace. The easy-to-use, flexible and adaptable materials with comprehensive support and guidance from the Teacher's Book allow teachers to tailor their lessons to the needs of their students with minimum effort. With new Online Practice providing automatically-marked practice activities for self-study, video and audio to download or stream, and progress tracking for students and teachers. New Talking Points get students talking about business concepts that are relevant to their work New Viewpoints integrate video into the lesson to bring business English to life New Language Points provide explicit grammar explanations applied in a business context Extended Practically Speaking sections help students put language to use immediately New video and audio available to stream and download at home or in class New automatically-marked Online Practice activities with instant answers provide extra practice of new language learnt in class - ideal for self study New Online Practice enables progress tracking for teachers and students

Hughes John, McLarty Penny Business Result. Second Edition. Starter. Student's Book with Online Practice

Business Result Second Edition - это практический курс делового английского для профессионалов в бизнес-сфере, стремящихся продвинуться по карьерной лестнице, совершенствуя свой английский язык. Курс фокусируется на реальных, актуальных навыках общения, которые немедленно могут быть использованы студентами на рабочем месте. К учебнику прилагается код доступа к онлайн-практике, содержащей автоматически оцениваемые практические занятия для самостоятельного изучения, видеофайлы и аудиозаписи для загрузки или потоковой передачи, примеры электронных писем для каждого раздела, а также инструменты для отслеживания успеваемости. Business Result Second Edition offers business professionals more communication and language practice than ever before, helping students develop relevant communication skills they can use immediately in the workplace. For business professionals looking to advance their careers through improving their English, Business Result Second Edition is a practical Business English course that focuses on real, relevant communication skills they can immediately use in the workplace. The easy-to-use, flexible and adaptable materials with comprehensive support and guidance from the Teacher's Book allow teachers to tailor their lessons to the needs of their students with minimum effort. With new Online Practice providing automatically-marked practice activities for self-study, video and audio to download or stream, and progress tracking for students and teachers. New Talking Points get students talking about business concepts that are relevant to their work New Viewpoints integrate video into the lesson to bring business English to life New Language Points provide explicit grammar explanations applied in a business context Extended Practically Speaking sections help students put language to use immediately New video and audio available to stream and download at home or in class New automatically-marked Online Practice activities with instant answers provide extra practice of new language learnt in class - ideal for self study New Online Practice enables progress tracking for teachers and students