Official Privilege begins with a mystery: in the Philadelphia Naval Shipyard, the mummified body of a black Navy lieutenant is found bolted inside the boiler of a deactivated battleship. While the cause of death is clear, the officer's identity is not. With nerve ends raw from the media focus on recent scandals, the Pentagon bypasses its own investigative service and appoints a commander, Dan Collins, and a civilian, Grace Snow, to conduct an inquiry. Together they resolve to ignore the Navy's political sensitivities and conduct a by-the-book murder investigation.
Grade 5-10-Alex Rider is giving it up. Being a teenage secret agent is just too dangerous. He wants his old life back. As he lies in the hospital bed recovering from a gunshot wound, he contemplates the end of his career with MI6, the British secret service. But then he saves the life of Paul Drevin, son of multibillionaire Nikolei Drevin, and once again he is pulled into service. This time his mission involves eco-terrorists, rockets to space, maniacal killers, and a less-than-idyllic tropical island. Is it all in a day's work, or will this truly be Alex Rider's last mission? The action-filled plot develops quickly and keeps readers on the edge of their seats.
Many organizations chase the Holy Grail of obtaining new customers, spending time, money and energy on winning them only to provide them with a service or product that quite frankly is inferior. What a waste! If we do not look after our customers then someone else will. In addition, those dissatisfied customers will tell others about their experience, and once an organisation gains a negative reputation it is extremely difficult to change it. Having a good reputation for excellent service and products is one very successful way of building a competitive advantage.
Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations
Those who seek employment in the customer service field will find this book a rich resource! In addition to wise advice about job hunting and salary negotiation, there are nearly 100 resumes along with the cover letter that accompanied those resumes. Get the career edge with a book that shows the techniques used by professional resume writers to achieve jobhunting success.
