Gower handbook of customer service

Table of Contents: “…Evaluating the profitability of customer service / Merlin Stone -- The role of benchmarking / Allan Trayes -- Delivering competitive advantage / Laurie Young -- Business process engineering / Bill Martin -- Delivering service internationally / Merlin Stone, Alison Bond -- A framework for delivering service / Peter Murley -- The role of logistics / James Ensor -- 'Due diligence' / Peter Murley -- Using customer surveys / Peter Murley -- Standards, measures and performance indicators / Allison Grant -- Focus groups / Julia Hall -- Mystery shopping / David Limbrick -- Activity-based costing / Nick Gazzard -- Delivering customer service through projects / David Honey -- Customer service as a product / Jan E. …”

A history of war in 100 battles by Overy, R. J.

Table of Contents: “…The fall of Troy ; Battle of Mount Vesuvius ; Battle of Roncesvalles ; Battle of Kleidion-Strumitsa ; Battle of Manzikert ; Battle of Lake Peipus ; Fall of Tenochtitlán ; Battle of Blenheim ; Battle of Hohenfriedberg ; Battle of the Plains of Abraham ; Siege of Yorktown ; Battle of the Little Big Horn ; Battle of Alam Halfa ; The Normandy Invasion ; Operation Bagration ; The Six Day War ; Tet Offensive -- Courage in the face of fire. …”

Handbook of the London 2012 Olympic and Paralympic games volume one : making the games

Table of Contents: “…From 1908 to 2012: continuity and change in London Olympic narratives / John Horne -- 3. Preparing and winning the London bid / Guy Masterman -- Part 2: Delivering the Games -- 4. …”