This site requires cookies for account access and purchasing. It looks like cookies are disabled in your browser. To find out more about our cookie usage policy click here then to find out about changing your browser cookie settings click here (This link opens in a window).

This site requires cookies for account access and purchasing. You can review our use of cookies in our Cookie Policy, or Accept and Close this bar now.

This site requires cookies for account access and purchasing. It looks like cookies are disabled in your browser. To find out more about our cookie usage policy click here then to find out about changing your browser cookie settings click here (This link opens in a window).

This site requires cookies for account access and purchasing. You can review our use of cookies in our Cookie Policy, or Accept and Close this bar now.

Search

Search Terms

You can search our site by adding one or more words to one or more of the search boxes below.

Each box searches a different field and the 'Search All' box searches them all.

If you enter multiple words in in any search box then one of those words MUST be in that field for the product to be returned but all of them don’t have to be present.

The results will be ordered by products with more of the specified words first (if in “Relevance” order) then any products that have less of your specified words.

For example if you search for “Red Dog” in the title field and “James Ben” in the Author field then ether “Red” or “Dog” must be present in the title AND ether “James” or “Ben” must be present in the Author field for a product to be shown in the results. If both “Red” and “Dog” is present in the Title as well as “James” and “Ben” in the Author then that product will appear first in the results followed by any products with fewer of the optional words.

Wildcard Searches

We support single and multiple character wildcard searches within single words.

To perform a single character wildcard search use the ""?"" symbol.

To perform a multiple character wildcard search use the ""*"" symbol.

The single character wildcard search looks for terms that match that with the single character replaced. For example, to search for ""text"" or ""test"" you can use the search:

te?t

Multiple character wildcard searches looks for 0 or more characters. For example, to search for test, tests or tester, you can use the search:

test*

You can also use the wildcard searches in the middle of a term:

te*t

Warning: You should avoid using wildcard searches as the first character of a word as it will dramatically slow down searches:

?est

*st

Boolean Operators

Boolean operators allow terms to be combined through logic operators. We support AND, ""+"", OR, NOT and ""-"" as Boolean operators(Note: Boolean operators must be ALL CAPS).

The OR operator is the default conjunction operator. This means that if there is no Boolean operator between two terms, the OR operator is used. The OR operator links two terms and finds a matching document if either of the terms exist in a document. This is equivalent to a union using sets. The symbol || can be used in place of the word OR.

To search for documents that contain either ""another book"" or just ""another"" use the query:

""another book"" another

or

""another book"" OR another

AND

The AND operator matches documents where both terms exist anywhere in the text of a single document. This is equivalent to an intersection using sets. The symbol && can be used in place of the word AND.

To search for documents that contain ""another book"" and ""Some Book"" use the query:

""another book"" AND ""Some Book""

+

The ""+"" or required operator requires that the term after the ""+"" symbol exist somewhere in a the field of a single document.

To search for documents that must contain ""another"" and may contain ""search"" use the query:

+another search

NOT

The NOT operator excludes documents that contain the term after NOT. This is equivalent to a difference using sets. The symbol ! can be used in place of the word NOT.

To search for documents that contain ""another book"" but not ""Some Book"" use the query:

""another book"" NOT ""Some Book""

-

The ""-"" or prohibit operator excludes documents that contain the term after the ""-"" symbol.

To search for documents that contain ""another book"" but not ""Some Book"" use the query:

""another book"" -""Some Book""

Fuzzy Searches

We support fuzzy searches based on the Levenshtein Distance, or Edit Distance algorithm. To do a fuzzy search use the tilde, ""~"", symbol at the end of a Single word Term. For example to search for a term similar in spelling to ""roam"" use the fuzzy search:

roam~

This search will find terms like foam and roams.

An additional (optional) parameter can specify the required similarity. The value is between 0 and 1, with a value closer to 1 only terms with a higher similarity will be matched. For example:

roam~0.8

The default that is used if the parameter is not given is 0.5.

Grouping

We support using parentheses to group clauses to form sub queries. This can be very useful if you want to control the boolean logic for a query.

To search for either ""another"" or ""book"" and ""website"" use the query:

(another OR book) AND website

This eliminates any confusion and makes sure you that website must exist and either term another or book may exist.

Escaping Special Characters

We support escaping special characters that are part of the query syntax. The current list special characters are:

+ - && || ! ( ) { } [ ] ^ "" ~ * ? : \

To escape these character use the \ before the character. For example to search for (1+1):2 use the query:

\(1\+1\)\:2

Boosting a Term

We provide the relevance level of matching documents based on the terms found. To boost a term use the caret, ""^"", symbol with a boost factor (a number) at the end of the term you are searching. The higher the boost factor, the more relevant the term will be.

Boosting allows you to control the relevance of a document by boosting its term. For example, if you are searching for

another book

and you want the term ""another"" to be more relevant boost it using the ^ symbol along with the boost factor next to the term. You would type:

another^4 book

This will make documents with the term another appear more relevant. You can also boost Phrase Terms as in the example:

""another book""^4 ""Some Book""

By default, the boost factor is 1. Although the boost factor must be positive, it can be less than 1 (e.g. 0.2)

Proximity Searches

We support finding words are a within a specific distance away. To do a proximity search use the tilde, ""~"", symbol at the end of a Phrase. For example to search for a ""book"" and ""another"" within 10 words of each other in a document use the search:

""another book""~10
You searched for: Category: 'Customer AND services'
Refine Search
Sort:
Big Book of Customer Service Training Games

click to see more
click to see more

ISBN/EAN: 9780077114763

Helps trainers and managers teach the basics of providing customer service. This title includes activities that provide techniques for maintaining a positive service attitude, speaking and communicating clearly, honing superior telephone skills, and learning the best approaches to dealing with difficult customers.
Publisher: McGraw-Hill Education - Europe
Pub. Date: October 1 2006
Author: Carlaw, Peggy
Format: Paperback
Star Rating
Price: €21.42

Buzz

click to see more
click to see more

ISBN/EAN: 9781857883473

Organistaions that excel at service Buzz. Their people are switched on and they make it happen for customers. It is down to all the little things they get right. They focus on what counts and in the world of commerce as well as in public service there is only one person that counts, and that is the customer.
Publisher: Hodder & Stoughton General Division
Pub. Date: September 23 2004
Author: Freemantle, David
Format: Paperback
Availability: Delivery usually within 5-10 working days
Star Rating
Price: €9.99

Care Packages for Your Customers

click to see more
click to see more

ISBN/EAN: 9780071484213

Presents a customer-service kit for businesses. This book includes work sheets, checklists, self-assessments, brainstorming exercises, and 52 specific, customer-focused ideas that helps improve service and increase sales.
Publisher: McGraw-Hill Education - Europe
Pub. Date: April 12 2007
Author: Glanz, Barbara
Format: Paperback
Availability: Delivery usually within 5-10 working days
Star Rating
Price: €21.42

CRM at the Speed of Light

click to see more
click to see more

ISBN/EAN: 9780071590457

The fourth edition of this bestseller brings the work up-to-date with now-critical examinations of how Web 2.0 technologies and social media tools are being woven into CRM strategies.
Publisher: McGraw-Hill Education - Europe
Pub. Date: October 1 2009
Author: Greenberg, Paul
Format: Hardback
Availability: Delivery usually within 5-10 working days
Star Rating
Price: €35.70

Strategy from the Outside in

click to see more
click to see more

ISBN/EAN: 9780071742290

Two big-name business thinkers help CEOs and high-level managers make customer value (marketing) their organization's number-one priority; this, they contend, is the only way to achieve long-term success, even during the worst economic times.
Publisher: McGraw-Hill Education - Europe
Pub. Date: August 1 2010
Author: Day, George S.
Format: Hardback
Availability: Delivery usually within 5-10 working days
Star Rating
Price: €33.32

Marketing Through Turbulent Times

click to see more
click to see more

ISBN/EAN: 9780230237308

Marketing Through Turbulent Times offers a range of tools, principles and approaches for decision makers who want to lead their organization toward a robust future by ensuring that their marketing strategies are not only relevant for today's difficult environment but will also lay the foundation for innovative growth opportunities.
Publisher: Palgrave Macmillan
Pub. Date: October 15 2009
Author: Darroch, Jenny
Format: Hardback
Availability: Delivery usually within 5-10 working days
Star Rating
Price: €49.99

Brilliant Customer Service

click to see more
click to see more

ISBN/EAN: 9780273738077

'Brilliant Customer Service' reveals how to keep the emotional scale tipped in your favour, why silence is never golden, how to turn complaints into opportunities, and provide a brilliant customer experience with little or no money. It includes real case studies from different types of businesses to illustrate the ideas.
Publisher: Pearson Education Limited
Pub. Date: October 28 2010
Author: Stevens, Debra
Format: Paperback
Availability: Delivery usually within 5-10 working days
Star Rating
Price: €18.99

Tourist Customer Service Satisfaction

click to see more
click to see more

ISBN/EAN: 9780415578042

Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. This book explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges.
Publisher: Taylor & Francis Ltd
Pub. Date: July 22 2010
Author: Noe, Francis P.
Format: Hardback
Availability: Delivery usually within 5-10 working days
Star Rating
Price: €136.90

Managing Customers Profitably

click to see more
click to see more

ISBN/EAN: 9780470060636

This book is a response to a need in the market place in the fast-growing field of customer profitability analysis and the profitable management of customer relationships. It combines innovative approaches to calculating the value of customers, with the management strategies necessary to make and keep customers profitable.
Publisher: John Wiley and Sons Ltd
Pub. Date: November 27 2008
Author: Ryals, Lynette
Format: Hardback
Availability: Delivery usually within 5-10 working days
Star Rating
Price: €38.08

Managing Customer Relationships

click to see more
click to see more

ISBN/EAN: 9780470423479

* This new edition contains principles that serve as a useful underpinning for understanding how to build and manage customer relationships. * It contains updated examples, case studies, and references with contributing works from various industry leaders.
Publisher: John Wiley and Sons Ltd
Pub. Date: February 8 2011
Author: Peppers, Don
Format: Hardback
Availability: Delivery usually within 5-10 working days
Star Rating
Price: €89.29