Customer Service For Dummies Third Edition integrates the unbeatable information from Customer Service For Dummies & Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large & small businesses alike. The book covers the fundamentals of service selling & presents up-to-date advice on such fundamentals as help desks call centers & IT departments. Plus it shows readers how to take stock of their customer service strengths & weaknesses create useful customer surveys & learn from the successes & failures of businesses just like theirs. Karen Leland & Keith Bailey (Sausalito CA) are cofounders of Sterling Consulting Group an international consulting firm specializing in quality service consulting & training for such clients as Oracle IBM Avis & Lucent. ...

Andrew Motions new book opens with a sequence of war poems (first published as the pamphlet Laurels & Donkeys" on Armistice Day 2010) drawing on soldiers experiences of war from 1914 until today
- beginning with a story about Siegfried Sassoon & moving via World War Two & Korea to the recent conflicts in Iraq & Afghanistan. Many of the poems are in the voices of combatants others are based on memories of the poets father who landed at D-day & fought in France & Germany. The poems combine understatement with a clear-eyed & unswerving candor. " The Customs House" has other rooms: a group of topographies mapping moments in a marriage against the contingencies of place & family history; & several found poems in which the poet collaborates with his source mixing what is there already with what is about to be there: whether a remarkable sonnet sequence on the last days of the Baroque genius Francesco Borromini or in other poems a richly imagined extrapolation from the silent premises of a painting."
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In her latest paperback the Sunday Times & New York Times bestselling author of Damaged tells the story of the Dawn a sweet & seemingly well-balanced girl whose outward appearance masks a traumatic childhood of suffering at the hands of the very people who should have cared for her. Dawn was the first girl Cathy Glass ever fostered. Sweet & seemingly well balanced girl Dawn's outward appearance masked a traumatic childhood so awful that even she could not remember it. During the first night Cathy awoke to see Dawn looming above Cathy's baby's cot her eyes staring & blank. She sleepwalks
- which Cathy learns is often a manifestation in disturbed children. It becomes a regular & frightening occurrence & Cathy is horrified to find Dawn lighting a match whilst mumbling it's not my fault in her sleep one night. Cathy discovers Dawn is playing truant from school & struggling to make friends. More worryingly she finds her room empty one night & her pillow covered in blood. Dawn has been self-harming in order to release the pain of her past. When Dawn attempts suicide Cathy realises that she needs more help than she can give. Dawn's mother eventually confides in her that Dawn was sent away to live with relatives in Ireland between the ages of 5 & 9 & Cathy soon realises that the horrors Dawn was exposed to during this time have left her a very disturbed little girl.
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Spero Lucas has a new line of work. Since he returned home after serving in Iraq he has been doing special investigations for a defence attorney. Hes good at it & he has carved out a niche: recovering stolen property no questions asked. His cut is 40%. A high-profile crime boss who has heard of Lucass speciality hires him to find out who has been stealing from his operation. Its the biggest job Lucas has ever been offered & he quickly gets a sense of whats going on. But before he can close in he tangles with a world of men whose amorality & violence leave him reeling. Is any cut worth your family your lover your life? ...

Joe Hunter vs Luke Rickard a killer who has stolen his identity & committed a vicious double murder. His motive? Revenge. His method? A blade. His mission? Kill anyone Hunter holds dear. It is a deadly duel of wits that takes Hunter from the streets of Miami to the squalid barrios of Colombia to the jungle hideaway of a drug baron. & brings him face to face with his past. Revenge is a dish best served cold & Joe needs a cool head if Rickard is not to cut & run. CUT & RUN
- the fourth high-octane adventure for Joe Hunter the man whose mission is to rid the world of bad guys.
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When D.I. Geraldine Steel relocates to the quiet rural town of Woolsmarsh she expects to find her new home to be somewhere where nothing much ever happens; a space where she can battle her demons in private. But when she finds herself pitted against a twisted killer preying on local young women she quickly discovers how wrong she is... By day the park is a place for childrens games for people walking their dogs or taking a short cut to avoid the streets. But in the shadows a predator prowls hunting for a fresh victim. When an unwitting bystander comes forward as a witness she quickly becomes the next object of his murderous obsessions
- someone whom the killer must stop at all costs. D.I. Geraldine Steel is locked into a race against time determined to find the killer before they discover yet another naked corpse. But can she save the lives of the towns young women
- or will Geraldine herself become the killers ultimate trophy?

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In 2012 tuition fees will rise to GBP9 000 per year
- GBP27 000 for your whole degree before any maintenance & living costs Cut
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Portsmouth's major drug dealer's time is up. For years Bazza Mackenzie has made millions selling cocaine & heroin into the streets of Portsmouth. He's laundered the money & on the surface at least is one of Hampshire's great & the good. The police have had enough & a year long undercover operation is set up to trap Mackenzie. But when one of the investigation's leading lights is run over & put in hospital Joe Faraday is drafted in to wrap things up. It should be a dream job but Joe fears someone will move in to fill the vacuum when Bazza is gone. Bazza seems to be one step ahead of the investigation at every turn in any case. & then Faraday's son J-J is arrested. He faces a manslaughter charge for supplying drugs to an addict who has subsequently overdosed... ...

Cholesterol is a type of fat (lipid) made by the body. It is essential for good health & is found in every cell in the body. However a high cholesterol level in the blood (hypercholesterolaemia) is associated with an increased risk of heart disease & stroke. Seven out of 10 people over the age of 45 have high cholesterol. Cut Your Cholesterol demystifies the subject quickly clearly & concisely. Packed with accessible information about cholesterol & advice to help you identify if you have raised cholesterol levels the book

Includes:: a clinically proven three-month programme to help you wash cholesterol out of your system & improve your cholesterol balance.

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Readers can discover all the foul facts about the Cut-throat Celts including why weird Celt warriors fought with no clothes on how to preserve your enemys brain & why the Celts laughed at funerals. With a bold accessible new look & a heap of extra-horrible bits these bestselling titles are sure to be a huge hit with yet another generation of Terry Deary fans. ...