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The Customer Rules

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The Customer Rules, 9781781251225 (1781251223), Profile Books Ltd, 2013
At a recent family gathering in my home, the grown-ups were trading stories about companies that provide good customer service and those that don't. Out of curiosity, I asked my then twelve-year-old granddaughter, Margot, what she thought were the most important rules for great service. Without a moment's hesitation, she said, "Papi, the first rule is 'Be nice!"*

Out of the mouths of babes! I've spent my whole adult life thinking about service, beginning with teenage stints working in a drugstore and a lumberyard in a small Oklahoma town and culminating in my last corporate position as executive vice president of operations at Walt Disney World, where I oversaw a workforce of forty thousand people, resort hotels with more than thirty thousand rooms, four theme parks, two water parks, five golf courses, a shopping village, a nighttime entertainment complex, a sports and recreation complex, and more operations. Along the way, I held positions that included army cook, banquet waiter, food and beverage control clerk, director of food and beverages for Hilton Hotels (including the Waldorf-Astoria), director of restaurants at a Marriott, general manager of another Marriott, and senior executive at Disney in Paris and Orlando.
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Knowledge Governance: Processes and Perspectives
Knowledge Governance: Processes and Perspectives
While there are many books on knowledge management, knowledge governance is a concept that has not been so well explored, and is much less understood. Knowledge governance refers to choosing structures and mechanisms that can influence the processes of sharing and creating knowledge.

The book argues that knowledge governance is a
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Practical RF System Design
Practical RF System Design
The ultimate practical resource for today’s RF system design professionals

Radio frequency components and circuits form the backbone of today’s mobile and satellite communications networks. Consequently, both practicing and aspiring industry professionals need to be able to solve ever more complex problems of RF design.

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Project 2003 Personal Trainer
Project 2003 Personal Trainer

Now included with Microsoft Office, Project 2003 is the world's leading project management tool. With extensive help resources and printing assistance, Project 2003 enables users to organize and track tasks and resources efficiently to keep projects on time and within budget.

If you want to realize the immense
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Sex Hormones and Immunity to Infection
Sex Hormones and Immunity to Infection

Why sex matters

Among human and nonhuman animals, the prevalence and intensity of infection typically is higher in males than females and may reflect differences in exposure as well as susceptibility to pathogens. Elevated immunity among females is a double-edged sword in which it is beneficial against infectious diseases but is...

Advances in Information Processing and Protection
Advances in Information Processing and Protection
This book contains a selection of the best papers given at the Advanced Computer Systems Conference in October 2006 in Poland. The book is partitioned into four topical areas:

The Artificial Intelligence section includes papers on Humatronics, Fuzzy Logic, Robotics, Cell, Genetic and Probabilistic Algorithms, Incomplete Data and Similarity...

The Herschel Objects and How to Observe Them (Astronomers' Observing Guides)
The Herschel Objects and How to Observe Them (Astronomers' Observing Guides)
Many active amateur astronomers today, having already surveyed the clusters, nebulae, and galaxies contained in the popular Messier and Caldwell catalogs, are seeking new horizons to explore with their telescopes. None better can possibly be found than those discoveries made by the great English astronomer Sir William Herschel in...
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