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We know it makes us feel good when we get outstanding customer service. It invariably tempts us to spend more; it encourages us to come back a second or third time and it makes us more confident to refer that business to our family, friends or colleagues.
But even when the team have had all the right training, and they're making all the right moves, the service can sometimes still leave us feeling cold.
It's the experience you create for customers that gets remembered. Getting this right creates customer loyalty, reducing the strain on your marketing budget and ultimately means...

The Organic Chemist's Desk Reference, Third edn., follows on from the highly regarded previous edition by providing a handy guide to the techniques and methods of organic chemistry. Information from many disparate sources is brought together to create a unique desktop guide to the principles and practice of organic chemistry. This book is aimed primarily at chemistry students and research workers but will also prove invaluable to those working in adjacent subject areas such as biochemistry and pharmacology. This quick reference companion will also enable users to get the...

This book brings together a number of experts in the field of organizational interventions for stress and well-being, and discusses the importance of process and context issues to the success or failure of such interventions. The book explores how context and process can be incorporated into program evaluation, providing examples of how this can be done, and offers insights that aim to improve working life.

Although there is a substantial body of research supporting a causal relationship between working conditions and employee stress and well-being, information on how to develop...

Written by the team that brought you the prestigious Dictionary of Natural Products (DNP), the Natural Products Desk Reference provides a concise overview of the key structural types of natural products and their interrelationship. A structurally diverse group, ranging from simple aliphatic carbon chains to high molecular weight proteins, natural products can usually be classified into one or more groups. The text describes these major types, including flavonoids, carbohydrates, terpenoids, polyketides, and lipids, and it illustrates them with accurate chemical structures,...