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A Guide to Customer Service Skills for the Service Desk Professional - Donna Knapp - Bog - Cengage Learning, Inc - Plusbog.dk

A Guide to Customer Service Skills for the Service Desk Professional - Donna Knapp - Bog - Cengage Learning, Inc - Plusbog.dk

The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.

DKK 877.00
1

The Service Consultant - Ronald Garner - Bog - Cengage Learning, Inc - Plusbog.dk

The Service Consultant - Ronald Garner - Bog - Cengage Learning, Inc - Plusbog.dk

Designed to prepare readers for a successful career as an automotive service consultant, THE SERVICE CONSULTANT: PRINCIPLES OF SERVICE MANAGEMENT AND OWNERSHIP, Second Edition teaches readers how to maximize profits and improve customer satisfaction in an automotive business. With coverage of task-oriented procedures for day-to-day operations as well as communications, relations, supervision, and customer delivery, this practical book provides readers with an in-depth examination of the multi-faceted responsibilities of an automotive service consultant. In addition, the second edition contains updated examples, activities, technology, case studies, and visual aids so that readers are exposed to the most up-to-date information in the field.

DKK 1068.00
1

The World of Customer Service - Pattie Gibson - Bog - Cengage Learning, Inc - Plusbog.dk

The World of Customer Service - Pattie Gibson - Bog - Cengage Learning, Inc - Plusbog.dk

Master the exceptional customer service skills that are most important in all types of organizations today with the powerful, practical presentation in THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This book demonstrates how effective customer services techniques can help readers and their organizations achieve critical goals, deal with problems and complaints, consistently exceed customer expectations, and create loyal customers. Readers focus on the strategies most important in customer service today with insights and memorable examples from practicing professionals. Several new chapters highlight how to maximize revenue and customer satisfaction, effectively solve problems and resolve complaints, and better understand the impact and potential of today''s social media. Future and practical professionals also gain new insights on establishing their own personal customer service habits for success in all areas of business.

DKK 915.00
1

Automotive Service - Tim Gilles - Bog - Cengage Learning, Inc - Plusbog.dk

Automotive Service - Tim Gilles - Bog - Cengage Learning, Inc - Plusbog.dk

Prepare for an automotive career with AUTOMOTIVE SERVICE: INSPECTION, MAINTENANCE, REPAIR! Packed with everything you need to succeed, this best-selling book features clear explanations and high-quality illustrations to help you master automotive systems theory, plus step-by-step instructions for hands-on troubleshooting and repair procedures. Carefully aligned to the latest ASE Education Foundation requirements and standards, this comprehensive guide covers all eight major course areas of automotive technology, so you can develop the knowledge and skills to launch your career as a professional automotive technician.

DKK 1124.00
1

Modern Food Service Purchasing, International Edition - Robert Garlough - Bog - Cengage Learning, Inc - Plusbog.dk

Modern Food Service Purchasing, International Edition - Robert Garlough - Bog - Cengage Learning, Inc - Plusbog.dk

MODERN FOOD SERVICE PURCHASING: BUSINESS ESSENTIALS TO PROCUREMENT, International Edition addresses the needs of the future executive chef by providing in-depth coverage of essential purchasing concepts, storeroom operations, and financial stewardship. This comprehensive resource brings the four most important fundamentals in foodservice purchasing under one cover: market and distribution systems, storeroom operations, cost controls and comprehensive product information. This text offers a chef-focused overview of financial management and the formulas used to control a successful business.

DKK 890.00
1

Management of Human Service Programs - Thomas (san Diego State University) Packard - Bog - Cengage Learning, Inc - Plusbog.dk

Management of Human Service Programs - Thomas (san Diego State University) Packard - Bog - Cengage Learning, Inc - Plusbog.dk

Practical and easy to use, this human services text provides important guidelines for working within agencies. The authors address important topics germane to management and administration, including evidence-based and empirically based practice, as well as challenges of management, environments of human service agencies, program design, organizational theory and design, human resources, supervisory relationships, finances, information systems, program evaluation, organizational change, leadership, and achieving and maintaining organizational excellence. To help you view issues in action, the authors have included a case example in each chapter, along with reflection questions to help you reflect on how you would handle the scenario.

DKK 680.00
1

Informal Reading Inventory - Betty Roe - Bog - Cengage Learning, Inc - Plusbog.dk

Informal Reading Inventory - Betty Roe - Bog - Cengage Learning, Inc - Plusbog.dk

A popular classroom assessment tool, this supplement is widely used by pre-service and in-service teachers to assess or test students'' reading progress. It also serves as a practical guide for reading specialists and as a focus for in-service workshops. Unique to this text are its K–12 scope and its abundant strategies (including forms) for assessing students'' vocabulary, phonics, and comprehension of text.

DKK 906.00
1

Art and Creative Development for Young Children - J. Fox - Bog - Cengage Learning, Inc - Plusbog.dk

Art and Creative Development for Young Children - J. Fox - Bog - Cengage Learning, Inc - Plusbog.dk

Written for pre-service and in-service early childhood professionals in child care, preschool, or kindergarten through third grade settings, ART & CREATIVE DEVELOPMENT FOR YOUNG CHILDREN, 8th Edition, takes a child-centered approach to art education. Updated throughout, the book includes an in-depth discussion of technology to aid teachers in understanding the role that technology can play in children''s visual art appreciation and production. Guidelines for establishing an inclusive art program in classrooms for young children are included for early childhood professionals. Activities and recipes make the text a valuable resource for in-service teachers.

DKK 718.00
1

Modern Diesel Technology - Sean Bennett - Bog - Cengage Learning, Inc - Plusbog.dk

Modern Diesel Technology - Sean Bennett - Bog - Cengage Learning, Inc - Plusbog.dk

MODERN DIESEL TECHNOLOGY: DIESEL ENGINES, Second Edition, provides a thorough, reader-friendly introduction to diesel engine theory, construction, operation, and service. Combining a simple, straightforward writing style, ample illustrations, and step-by-step instruction, this trusted guide helps aspiring technicians develop the knowledge and skills they need to service modern, computer-controlled diesel engines. The book provides an overview of essential topics such as shop safety, tools and equipment, engine construction and operation, major engine systems, and general service and repair concepts. Dedicated chapters then explore engine, fuel, and vehicle computer control subsystems, as well as diesel emissions. Thoroughly revised to reflect the latest technology, trends, and techniques—including current ASE Education Foundation standards—the Second Edition provides an accurate, up-to-date introduction to modern diesel engines and a solid foundation for professional success.

DKK 768.00
1

Generalist Case Management, International Edition - Marianne Woodside - Bog - Cengage Learning, Inc - Plusbog.dk

Generalist Case Management, International Edition - Marianne Woodside - Bog - Cengage Learning, Inc - Plusbog.dk

Become an effective case manager with GENERALIST CASE MANAGEMENT: A METHOD OF HUMAN SERVICE DELIVERY, International Edition. Realistic and relevant, this counseling book provides you with the fundamental skills and information you need to coordinate and provide services to a variety of populations. Case studies, interviews with human service case managers nationwide, and opportunities to apply what you learn to real-life issues are just a few of the tools that will help you become an effective advocate for your client.

DKK 690.00
1

Powerful Social Studies for Elementary Students - Anne Lise (michigan State University) Halvorsen - Bog - Cengage Learning, Inc - Plusbog.dk

Powerful Social Studies for Elementary Students - Anne Lise (michigan State University) Halvorsen - Bog - Cengage Learning, Inc - Plusbog.dk

Ideal whether you''re a pre-service or in-service teacher, POWERFUL SOCIAL STUDIES FOR ELEMENTARY STUDENTS outlines ways to select content and teach history, geography, and social sciences meaningfully. It combines theory and research with examples from classroom practice. The fourth edition emphasizes the importance of using developmentally appropriate content and methods when helping students to develop social understanding and prepare for civic life. It also includes a solid research base, uses additional visuals to display content, provides examples of curriculum and design, and reflects principles emphasized in the new College, Career, and Civic Life Framework for Social Studies State Standards.

DKK 837.00
1

Todaya€ s Technician: Automotive Engine Repair & Rebuilding, Classroom Manual and Shop Manual - Randy Nussler - Bog - Cengage Learning, Inc -

Todaya€ s Technician: Automotive Engine Repair & Rebuilding, Classroom Manual and Shop Manual - Randy Nussler - Bog - Cengage Learning, Inc -

Hadfield/Nussler/Levan''s TODAY''S TECHNICIAN: AUTOMOTIVE ENGINE REPAIR & REBUILDING, CLASSROOM MANUAL AND SHOP MANUAL, 7th Edition, delivers the theory and skills needed to repair and service modern automotive engines as a professional, and prepares you for the Automotive Service Excellence (ASE) certification exam. The text covers engine construction and operation, intake and exhaust systems engine repair and the basics of rebuilding. The authors provide valuable, forward-looking industry insights on topics such as advances in hybrid technology, factors affecting engine performance and design and function of modern engine components. The text includes extensive updates to reflect the latest ASE Education Foundation standards, new information on current industry trends and developments, additional drawings and photos and a variety of electronic learning tools.

DKK 879.00
1

Transportation - Yoshinori Suzuki - Bog - Cengage Learning, Inc - Plusbog.dk

Transportation - Yoshinori Suzuki - Bog - Cengage Learning, Inc - Plusbog.dk

TRANSPORTATION: A SUPPLY CHAIN PERSPECTIVE, 9E equips you with a solid understanding of what is arguably the most critical and complex component of global supply chains. You learn the fundamental role and importance of transportation in companies and society as you study the complex environment of transportation service. The authors provide an overview of the operating and service characteristics, cost structure, and challenges providers of transportation face. This edition highlights critical transportation management issues with insights into the strategic activities and challenges in the movement of goods through the supply chain. Completely up to date, TRANSPORTATION emphasizes global topics with the latest coverage of hard and soft technology and in-depth discussions of fuel, energy, managerial, economic, and environmental issues.

DKK 788.00
1

Generalist Case Management - Marianne Woodside - Bog - Cengage Learning, Inc - Plusbog.dk

Generalist Case Management - Marianne Woodside - Bog - Cengage Learning, Inc - Plusbog.dk

Become an effective case manager with GENERALIST CASE MANAGEMENT: A METHOD OF HUMAN SERVICE DELIVERY, 5th Edition. You''ll be drawn into the text early on when you meet Sharon Bello, a client involved in the case management process. Realistic and relevant, this text provides you with the fundamental skills and information you need to coordinate and provide services to a variety of populations. Case studies, interviews with human service case managers nationwide, and opportunities to apply what you learn to real-life issues are just a few of the tools that will help you become an effective advocate for your client. You''ll also gain practical knowledge to help you prepare for earning C-SWMC certification and the HS-BCP credential.

DKK 769.00
1

An Introduction to Human Services - Marianne (university Of Tennessee Woodside - Bog - Cengage Learning, Inc - Plusbog.dk

An Introduction to Human Services - Marianne (university Of Tennessee Woodside - Bog - Cengage Learning, Inc - Plusbog.dk

Interested in a practical introduction to the human service profession? If the answer''s yes, then AN INTRODUCTION TO HUMAN SERVICES, 9th Edition, is for you. Drawing on their extensive experience, the authors define human services, review the historical development of advocacy, and examine service delivery models and processes. They thoroughly explore the current state of this rapidly evolving profession as well as the essential skills you need to succeed within it. You''ll gain a solid grounding in such fundamental concepts as serving the whole person, using an interdisciplinary approach, interacting with helper and client, preparing generalists, understanding multicultural influences, and empowering clients. Detailed case studies give you frontline perspectives -- and prepare you to effectively address issues you''re likely to encounter as a helping professional.

DKK 641.00
1

Hybrid, Electric and Fuel-Cell Vehicles - Nathan Smith - Bog - Cengage Learning, Inc - Plusbog.dk

Hybrid, Electric and Fuel-Cell Vehicles - Nathan Smith - Bog - Cengage Learning, Inc - Plusbog.dk

This engaging, reader-friendly text provides a comprehensive introduction to the cutting-edge technology and trends that are revolutionizing today''s automotive industry. HYBRID, ELECTRIC AND FUEL-CELL VEHICLES, Third Edition, combines coverage of basic theory and practical applications to help you gain a working understanding of the operation and diagnosis of new and emerging automobiles. Authors Jack Erjavec and Nathan Smith draw on their in-depth industry and classroom expertise to present detailed information in an accessible way, breaking down complex topics into easy-to digest chapters. The Third Edition of this trusted text includes up-to-date, highly accurate technical information and service procedures for vehicles available today, with lab exercises designed to accommodate diverse learning styles, and a strong emphasis on safe shop practices and hybrid/electric vehicle service safety.

DKK 651.00
1

Transportation - Yoshinori Suzuki - Bog - Cengage Learning, Inc - Plusbog.dk

Transportation - Yoshinori Suzuki - Bog - Cengage Learning, Inc - Plusbog.dk

Gain a solid understanding of what is arguably the most critical and complex component of global supply chains with Novack/Gibson/Suzuki''s TRANSPORTATION: A GLOBAL SUPPLY CHAIN PERSPECTIVE, 10E. You learn the fundamental role and importance of transportation in companies and society as you study the current complex environment of transportation service. The authors introduce the role of transportation in supply chains and provide an overview of the operating and service characteristics, cost structure and challenges that today''s transportation providers face. Updates throughout this edition highlight critical transportation management issues with insights into the strategic activities and challenges in the movement of goods through the supply chain. You examine global topics with the latest coverage of hard and soft technology and interesting discussions of fuel, energy, managerial, economic and environmental issues.

DKK 769.00
1

Refrigeration & Air Conditioning Technology, Cengage International Edition - John Tomczyk - Bog - Cengage Learning, Inc - Plusbog.dk

Refrigeration & Air Conditioning Technology, Cengage International Edition - John Tomczyk - Bog - Cengage Learning, Inc - Plusbog.dk

Silberstein/Obrzut/Tomczyk/Whitman/Johnson''s REFRIGERATION & AIR CONDITIONING TECHNOLOGY, CENGAGE INTERNATIONAL EDITION 10th Edition, provides hands-on guidance, practical applications and the solid foundation you need to understand modern HVAC system installation, service and repair and environmental challenges and their solutions. Focused on sustainable technology and emphasizing new technologies and green awareness, the text features the latest advances in the HVACR industry, including updated content and new and revised figures and images. Drawing on decades of industry experience, the authors cover the soft skills and customer relations issues that professionals need to master for career success. Memorable real-world examples, hundreds of vibrant photos and unique Service Call features bring key concepts to life and help you develop the knowledge and skills required to succeed in our ever-changing industry.

DKK 1024.00
1

Small Business Management - Timothy S. Hatten - Bog - Cengage Learning, Inc - Plusbog.dk

Small Business Management - Timothy S. Hatten - Bog - Cengage Learning, Inc - Plusbog.dk

SMALL BUSINESS MANAGEMENT provides a balanced introduction to both entrepreneurship and small business management, with a focus on achieving and maintaining a sustainable competitive advantage as a small organization. Current issues, including global opportunities, service, quality and technology, are highlighted throughout the text. The online Business Plan Guide and templates provide some of the most extensive information available on business planning.

DKK 614.00
1

Teaching for Student Learning - Susan Tauer - Bog - Cengage Learning, Inc - Plusbog.dk

Teaching for Student Learning - Susan Tauer - Bog - Cengage Learning, Inc - Plusbog.dk

TEACHING FOR STUDENT LEARNING: BECOMING A MASTER TEACHER, Fourth Edition, offers practical tools, skills and advice that pre-service and in-service teachers can implement immediately. Written by a team of experienced educators and authors, this trusted text promotes ambitious and powerful teaching and high levels of engagement and interaction. Ideal for both current and aspiring educators, this innovative text helps readers achieve their goals by focusing on essential teaching tasks and covering topics such as instruction, assessment and classroom management. The text also aids in teacher preparation by emphasizing get-the-job-done problem-solving skills and focused advice. Modules are presented in an easy-to-read and -reference format, giving readers ready access to the fundamental information and professional insights today''s teachers need to succeed. The current edition also features a strong focus on interactivity, with videos embedded directly within the eBook to facilitate multimedia learning.

DKK 690.00
1

Transportation - Robert Novack - Bog - Cengage Learning, Inc - Plusbog.dk

Transportation - Robert Novack - Bog - Cengage Learning, Inc - Plusbog.dk

TRANSPORTATION: A SUPPLY CHAIN PERSPECTIVE, 8E equips you with a solid understanding of what is arguably the most critical-and complex-component of global supply chains. It explains the fundamental role and importance of transportation in companies and in society, as well as the complex environment in which transportation service is delivered. Providing a framework and foundation for the role of transportation in supply chains, it offers an overview of the operating and service characteristics, cost structure, and challenges faced by today''s providers of transportation. It also highlights a variety of critical transportation management issues, providing insight into the strategic activities and challenges involved in the movement of goods through the supply chain. Completely up to date, TRANSPORTATION emphasizes global topics throughout, includes the latest coverage of hard and soft technology, and offers in-depth discussions of fuel, energy, managerial, economic, and environmental issues.

DKK 847.00
1

Literacy - Jill (university Of Colorado) Slansky - Bog - Cengage Learning, Inc - Plusbog.dk

Literacy - Jill (university Of Colorado) Slansky - Bog - Cengage Learning, Inc - Plusbog.dk

A leading resource for K–8 literacy programs, this extremely popular reading methods text has a simple goal: to provide aspiring teachers (including you) with the tools to help every student learn to read and write. LITERACY: HELPING STUDENTS CONSTRUCT MEANING, 10th Edition has been completely reorganized to better meet the needs of its readers; for instance, with early coverage of assessment in recognition of its foundational nature. Distinguished in the field by its use of practical literacy lessons and authentic examples that clearly demonstrate how to teach reading and writing, the text continues to provide pre-service and in-service teachers with the information, strategies, and techniques they need to assist their students in becoming literate. The Common Core State Standards are fully integrated throughout the text, and full-color children''s stories (in excerpts or in their entirety) model extended literacy lessons.

DKK 720.00
1