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The Service Journey
Do the secrets to delivering excellent service seem elusive and impossible? Have you done everything you can think of to improve your service delivery with mixed results? This no-nonsense, straightforward approach to delivering excellent service will give you the direction and confidence needed to get you and keep you on track. Peppered with humor and the chagrin that only real service experiences can provide, Susan shows how to align your organization's behavior with your vision, avoid missteps and develop a customized 12-step service strategy that differentiates your firm, business, or department's service delivery from your competition.
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The 2011 Pfeiffer Annual
Annotation The Pfeiffer Annuals provide a source of new ideas and proven solutions contributed by practitioners, subject matter experts and consultants from the field of human resource development. The materials--articles, experiential learning activities and instruments--can be fully reproduced for training purposes from the accompanying CD-ROM.
Watershed Snapshot
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Reimagining the Judiciary
This book examines the factors that facilitate the inclusion of women on high courts, while recognizing that many courts have a long way to go before reaching gender parity. Why did women start appearing on high courts when they did? Where have women made the most significant strides? To address these questions, the authors built the first cross-national and longitudinal dataset on the appointment of women and men to high courts. In addition, they provide five in-depth country case studies us to unpack the selection of justices to high courts in Canada, Colombia, Ireland, South Africa, and the United States. The cross-national lens and combination of quantitative analyses and detailed countr...
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