Here are over two dozen ready-to-use innovative activities that help trainers & managers teach the basics of providing great customer service. Each fun engaging training game takes just 15-30 minutes to implement. With step-by-step instructions for facilitators & reproducible participant handouts these activities provide concrete techniques for: maintaining a positive service attitude; speaking & communicating clearly; honing superior telephone skills; learning the best approaches to dealing with difficult customers; & other essentials to successfully provide great front line customer service. ...

Dinosaurs fascinate young children. The Big Book of Dinosaurs" is a colourful catalogue of these mysterious creatures from the past that will keep even toddlers entertained for hours. Children will love spotting all the different dinosaurs
- from the fierce meat-eating Tyrannosaurus & the long-necked plant-eating Diplodocus to the heavily armoured Stegosaurus & the city Compsognathus."
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A super-big book with an astonishing number of mouthwatering activities which will provides weeks
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- of

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Did you know...that Gordon has visited Kings Cross Station in London? That James brake pipe was mended by a bootlace? Or that Thomas once had fish in his tank? The Big Book of Engines" is what every Thomas fan has been waiting for! Inside youll find everything there is to know about Thomas & his engine friends on the Island of Sodor: fun facts Thomas trivia & railway rivalry. With a page devoted to each character from Arthur to Whiff & including all the famous engines in the Steam Team this book really is the ultimate guide to the world of Thomas & his friends." ...

Baking has never been more popular! Now with this enticing collection of 120 melt-in-the-mouth recipes everyone whatever their level of baking skills can have a go at making a mouthwatering treat to wow their friends & family. Divided into four chapters there are exquisite cupcakes & moreish muffins seductive chocolate delights scrumptious sponge cakes & irresistible cookies. Cupcakes are always a good excuse for piling on the topping: these recipes include buttercream ganache frostings & fresh fruit all designed to complement the flavours of the base. The muffins range from savoury to sweet perfect for brunch morning coffee or afternoon tea. Quick chocolate cakes classic chocolate biscuits moist chocolate puddings
- all the deliciousness of white dark & milk chocolate is explored in this section. The collection of sponge cakes covers all-time family favourites special cakes for special occasions fruity nutty & spicy cakes & gluten sugar & dairy- free alternatives
- theres a cake for everyone. Cookies are so quick & easy to bake youll want to make the whole set from crunchy & chewy bars to shells & shortbreads each one a delectable treat whatever the time of day. With step-by-step instructions & luscious photographs this collection will inspire novice bakers to get started & tempt experienced bakers to expand their repertoire.

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This title features over 100 simple & stylish projects. Ever find yourself coveting a fabulous knit scarf but don't think you could ever make it yourself? If so the Big Book of Knitting" is set to be your new favourite companion. Packed with over 100 projects fit for the whole family you'll be sure to find lots of stylish items you'd like to make. Perfect for beginners with step by step instructions & close-up photos. It

Includes:: information on basic equipment mastering techniques key knitting stitches & advice on how to follow patterns. Friendly to the more seasoned knitter so you can take your pick from the comprehensive range of scarves hats & other essentials or find inspiration for new ideas like throws cushions & adorable toys. Whether you have just started knitting or are already experienced & want stylish new patterns the " Big Book of Knitting" is the essential book for anyone interested in knitting."

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The Dorling Kindersley Big Book of Knowledge" is an exciting new approach to learning through pictures & words. With enchanting photographs detailed illustrations & clear text it introduces children to a wealth of knowledge & encourages them to look further & unearth more of the amazing secrets of our world. Did you know that the worlds largest cave could hold 800 tennis courts? Did you know that a rodents front teeth never stop growing? Did you know that it takes about 22 litres of milk to make just one kilogram of butter? These amazing facts & thousands more are all contained within the Big Book. The Big Book is an ideal first reference source of nature science & the world in which we live. Plants & animals machines & transport science & industry people in the past music & the arts life around the world today
- all these & more can be looked up in this ideal first reference book."
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The legendary leg. Gobs of gorgeous gams. The female leg is a sexual oddity. It's non-genital nearly identical in structure to the corresponding male body part & there is no obvious reason why it should be eroticized. Yet through much of history across many cultures the female leg was hidden from sight & treated as such a taboo topic that it became an object of intense sexual obsession. In the Victorian era the word 'leg' was so forbidden that it couldn't be uttered in polite society lest men be driven wild with lust. Even now 80 years after women's legs came out of hiding their allure remains strong. In this third book of Dian Hanson's wildly successful body parts series she explores how freeing the female leg became central to women's liberation beginning with the French Revolution & ending with the sexual revolution. Over 400 photos document the first burlesque 'leg shows' of the 1800s the silk-stockinged flappers of the 1920s the nylon-mania of the 1940s the dawn of the stiletto heel in the 1950s all leading to the golden age of leg magazines in the 1960s. Learn who wore the first high heels how nylons became a weapon of war why Betty Grable's were the million dollar legs where Elmer Batters got his start & just what the deal is with feet while enjoying great vintage photos by Irving Klaw Batters & other great masters of leg art. ...

Knitting looms are amazingly easy to use & theyre available in a wide variety of shapes & sizes. Look at the stylish knits you can create
- without knitting needles! All the basic instructions are here. You can make hats wraps & a cozy blanket with sleeves. There are slippers scarves a felted tote & mitts that convert to handwarmers. Kids will go ape over the sock monkey earflap hat & pocket scarf! Its a snap to find the information you need because the projects include page references for the techniques youll use. Dozens of photos show how simple it is to make all 18 of these exciting designs by Kathy Norris on round or straight looms!
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Brainiacs on the prowl for challenging fun will find everything theyre looking for in these cunning conundrums. Puzzle master Terry Stickels has created a mind-melting collection filled with hundreds of diverse & fiendishly tricky problems
- including wordplay maths analytic reasoning logic visual dilemmas & code breaking. Figure out the next number in a series find hidden phrases & determine what a three-dimensional object would look like from two-dimensional drawings. Every puzzle provides a workout that strengthens mental muscles. & while these brainteasers do require concentration they dont demand any special training or high-level maths skills. A little practice patience & imagination are all it takes.
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