Frank Cooper – författare

Positive Service Gets Positive Results—Every Time!

Customer loyalty is becoming harder to establish and just as difficult to maintain. This is truer than ever in today’s hyperdigital world, where a single customer venting his or her dissatisfaction on a blog or social network can amass an army of anti-you activists—and send your business spiraling.

The Customer Signs Your Paycheck reveals the secret to ensuring customer contentment during every interaction. Inside, Frank Cooper examines the elements at the heart of quality customer service, which begin with selfawareness and confidence. You’ll learn:

The 10 commandments for customer relationsEight habits to help you get aheadThe easiest way to handle customer complaintsA simple method for remembering names

You’ll immediately take note of dramatic changes in the way you deal with difficult personalities, customer complaints, and other challenges that come with the territory.

Why drive customers to the competition? It really is easy to provide superb service, even when dealing with today’s highly empowered and demanding customer.

"Lesbianism, its flories and sorows, is the subject and quest of this marvelously erverse sentimental journey by Nightwood's author... A striking lesbian mainfesto and a deft parody."—Library JournalBlending fiction, myth, and revisionary parody and accompanied by the author's delightful illustrations, Ladies Almanac is also a brilliant modernist composition and arguably the most audacious lesbian text of its time. While the book pokes fun at the wealthy expatriates who were Barnes' literary contemporaries and remains controversial today, it seems to have delighted its cast of characters, which was also the first audience. Barney herself subsidized its private publication in 1928. Fifty of the 1050 copies of the first edition were hand colored by the author, who was identified only as a lady of Fashion: on the title page.

Professional boundaries between worker and client underpin all areas of practice in social work and social care, and the mismanagement of these boundaries can lead to unprofessional conduct and negative consequences for both worker and client.This book is a no-nonsense guide to boundaries – what they are, why they are there and how to maintain them, from legal boundaries and policies governing behaviour to rules surrounding confidentiality. Presenting a flexible framework of rules and guidelines which can be applied to any client relationship, the book offers practical advice and suggestions on how to judge boundaries and how to manage a situation when they have been crossed. It also explores the benefit to both worker and client of establishing a good rapport whilst maintaining a professional, emotional distance. Throughout the book, and in the self-assessment test provided, the reader is invited to examine his or her personal responses to working with clients and their effect on maintaining professional boundaries.This simple and practical reference guide will be of essential use to professionals in social work and social care working with or managing support for clients.