You've heard it a million times: "The customer is always right." But let’s face it - sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee. Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations and includes simple, effective techniques that can help you meet even the most demanding customer needs.
This hugely successful text provides students of American studies with the perfect background and introductory information on contemporary American life. Thoroughly revised, this fifth edition covers all the central dimensions of American society from geography and the environment, education, media and the arts.
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Read and Write (Approaching Level) is an interactive worktext for students below grade level which provides additional language and concept support. It contains authentic literature and nonfiction with substantive, differentiated, and scaffolded support at point of use.
The Teacher Edition includes an answer key and other teacher features.
The Feline Patient, Fourth Edition maintains its tradition of providing a comprehensive yet accessible reference to feline diseases. Topics are arranged alphabetically within sections, allowing busy clinicians to rapidly find information on diagnostics and treatment options, all specific to the unique needs of cats. Now bigger and better than ever, the user-friendly Fourth Edition offers a wealth of reliable, up-to-date information for managing feline patients.
