Customer service is not a new topic in marketing. Although most marketing texts cover customer service in some form or another, the topic is generally not given the attention it deserves. In a society where customers are becoming more informed, more protected and more demanding than in the past, it makes good business sense to ensure that your customers receive a high level of customer service. After all, a happy customer is a satisfied customer, and a satisfied customer will remember the experience and purchase from you again and again.

Customer Service draws together the important issues regarding customer service. It addresses all the key elements which need to be considered when developing a service strategy for a business. The text is not only written with undergraduate students in mind, but also for the entire spectrum of businesses – both large and small – and for employees at all levels.

This book:

• Considers the topic of customer service within the context of its role in marketing strategy
• Stresses the importance and role of verbal and non-verbal communication
• Highlights the role that physical evidence plays in supporting a service strategy
• Addresses the causes of service failures and how to fix them
• Provides guidance on how to develop a service system
• Shows how technology can be used to enhance customer service
• Gives advice on how to develop and train staff to deliver exceptional customer service
• Addresses the important issues of quality, value, expectations and satisfaction and why they form the foundation of a service strategy
• Outlines the concept of customer experience management and how to apply it to a business

This collection aims not only at honouring Lourens du Plessis in the traditional Festschrift style, but also to engage with his thinking, critically or otherwise, and to reflect on how his thinking can be applied to different areas of the law.

HarperCollins is proud to present its new range of best-loved, essential classics. 'We are in Transylvania; and Transylvania is not England. Our ways are not your ways, and there shall be to you many strange things.' Earnest and naive solicitor Jonathan Harker travels to Transylvania to organise the estate of the infamous Count Dracula at his crumbling castle in the ominous Carpathian Mountains. Through notes and diary entries, Harker keeps track of the horrors and terrors that beset him at the castle, telling his fiance Mina of the Count's supernatural powers and his own imprisonment. Although Harker eventually manages to escape and reunite with Mina, his experiences have led to a mental breakdown of sorts. Meanwhile in England, Mina's friend Lucy has been bitten and begins to turn into a vampire. With the help of Professor Van Helsing, a previous suitor of Lucy's, Seward, and Lucy's fiance Holmwood attempt to thwart Count Dracula and his attempts on Lucy and consequently Mina's life. Arguably the most enduring Gothic novel of the 19th Century, Bram Stoker's Dracula is as chilling today in its depiction of the vampire world and its exploration of Victorian values as it was at its time of publication.

For undergraduate courses in derivatives, options and futures, financial engineering, financial mathematics, and risk management. A reader-friendly book with an abundance of numerical and real-life examples. Based on Hull's Options, Futures and Other Derivatives, Fundamentals of Futures and Options Markets presents an accessible and student-friendly overview of the topic without the use of calculus. Packed with numerical examples and accounts of real-life situations, this text effectively guides students through the material while helping them prepare for the working world.

Career psychology in the South African context examines theories and research in career psychology and career education in the South African and international contexts. It has been designed for undergraduate and postgraduate students, as well as career practitioners, psychologists, educationists and teacher-counsellors.

This comprehensive publication:

• focuses on historical and state-of-the-art career practices in career psychology
• provides descriptive and critical analyses of career theories and current thought on career development
• focuses on career counselling in South Africa and suggests what international practice and research may be appropriate locally
• suggests which aspects of career research need to be conducted in South Africa
• omits the career decision-making and career indecision chapter
• provides a new perspective on career assessment

This book refers to many published articles on career psychology in South Africa and abroad, making it an indispensable resource.

Entrepreneurship and small businesses are vital determinants of sustainable economic growth, particularly in emerging economies, and are acknowledged as engines driving competitiveness and job creation. Countries that have encouraged and nurtured both of these have stronger economies and are more resilient. Entrepreneurship and small business management focuses on developing the important skills necessary for entrepreneurs to succeed at doing business in emerging economies either in small or larger business.

Entrepreneurship and small business management provides a balanced theory and practical approach to help budding entrepreneurs develop thriving businesses. Fundamental aspects such as innovation and creativity are discussed as well as entrepreneurial strategies. The concluding section covers the essence of the business plan as well as relevant case studies, which are presented as a way of ensuring understanding.

Contents include the following:

• Starting a business
• Entrepreneurial skills
• Finance
• Corporate entrepreneurship
• Entrepreneurship
• Social entrepreneurship
• Governance
• Sustainability

Entrepreneurship and small business management aims to provide students of today with competencies to foster entrepreneurship.

This book provides law enforcement officials with the essential legal knowledge and practical acumen needed for the performance of their duties.

Entrepreneurship is a dynamic process constantly evolving through innovation, in that entrepreneurs devise profitable products and services that did not previously exist. This process requires entrepreneurs to have major skills in different business areas.

The second edition of this book is about entrepreneurship in the South African business environment, and about the entrepreneurial process. It highlights three main aspects, namely: the entrepreneurial part of starting and running a business; the marketing of products and services; and the financial aspects of a profitable and sustainable business.

In a practical and accessible way this book describes how entrepreneurs should arrange resources and activities in order for the potential business to operate as profitably as possible. The two aspects of marketing and finance are the most important functions of business that every entrepreneur needs to know in order to be sustainable both as a start-up enterprise and for long-term sustainability.

Drawing on a rich and diverse legal heritage, Unjustified Enrichment provides a comprehensive and clearly structured exposition and an in-depth evaluation of the South African law of unjustified enrichment.

The book analyses each of the general elements of enrichment liability, and suggests a manageable way of dealing with the intractable problems that arise in the context of indirect or multi-party enrichment.

Developments have turned the study of South African constitutional law, even at an introductory level into a major undertaking. The purpose of this book is to guide the student of constitutional law in such an undertaking.

This book on ADR (commonly referred to as Alternative Dispute Resolution), refers to processes such as mediation and arbitration, which are alternative to the court process.

This title is not merely a new edition, but a complete rewrite. It provides the reader with a thorough understanding of international income tax aspects from a South African perspective. Topics generally regarded as highly complex are dealt with in a practical way, and illustrated by relevant examples. These topics include: controlled foreign companies; foreign dividends; exchange controls; tax havens; intermediate holding companies; double-taxation agreements. Some features of this title include: a discussion of the 2010 Update to OECD Model Tax Convention and Commentaries as well as the 2010 SA Legislative amendments; a rewritten chapter on Trusts; a substantially expanded bibliography. Five new chapters added on: Taxation of individuals; Taxation of Companies and Dividends; Taxation of Partnerships; Cross-border VAT; and Interpretation of Statutes.

Written as a companion to Kleyn & Viljoen's Beginner's Guide for Law Students, this exciting new work takes students through the range of skills they will require throughout their studies and in practice.

The material is presented in the same easy-to-use, fun and accessible manner that was used so successfully in the Beginner's Guide.

Throughout, the authors use clear, simple language while never compromising on standards and accuracy.

Denis Cowen (1917-2007) is renowned for his work on negotiable instruments. Selected Essays presents readers with other facets of his life's work. His seminal essays and articles helped define areas of law such as constitutional law, environmental law, law of property and statutory interpretation. As a public intellectual in the liberal tradition, he spoke with great timeliness, insight and insistence, during apartheid, about the need for a court-enforceable bill of rights, academic freedom and pre-publication censorship.

Cowen on Law: Selected Essays spans more than 50 years of his lively, contentious and beautifully constructed texts. Leading legal thinkers introduce newly-accessible texts and provide us with a contemporary, evaluative lens. The book reveals to readers a fascinating mind. It also serves as an engrossing reflection on South Africa's legal past as well as the intersection of law and society.

Understanding Land Tenure Law contains a commentary on land tenure law in South Africa together with the three key pieces of legislation: the Land Reform (Labour Tenants) Act, the Extension of Security of Tenure Act and the Prevention of Illegal Eviction from Unlawful Occupation of Land Act.

The text explains key definitions in the law and provides useful, practical guidelines on land rights disputes. Understanding Land Tenure Law also sets out the nature and scope of legal protection available to occupiers of land and labour tenants, with a section on access to the courts, including the Land Claims Court.

This book was developed by Cheadle, Thomson and Haysom Inc under the auspices of the Department of Land Affairs' Legal Services Project of the Land Rights Management Facility.

Women’s security in political, economic and social terms is directly linked to the pervasive problem of violence against women. Violence Against Women: Law, Policy and Practice seeks to understand this particular form of human rights violation, by situating violence against women in its historical, political, socio-economic and legal context in South Africa.

Whether in the private or public spheres, violence against women prevents women from realising a broad range of human rights that are central to full, inclusive and participatory citizenship. The authors of this volume reflect on the many forms of violence against women, the applicable laws and policies, and the challenges to effectively responding to this widespread violation of human rights.

Their contributions consider the role of law, policy and practice in relation to a broad range of themes including sexual violence, violence against women at the margins of systems and societies, and the impact on those who are working to defeat violence against women, whether as activists, practitioners or scholars.

FAMILY BUSINESS provides the next generation of family business owners with the knowledge and skills needed for the successful management and leadership of the family enterprise. The author, Ernesto Poza, uses both text and cases to explore a diverse set of family firms, examining the interrelationships between the owners, the family, and the management team. FAMILY BUSINESS, at its core, is a practical book that presents management and family practices to model success as well as an honest look at the advantages and challenges facing family enterprises. With an emphasis on leadership and positioning for the future, FAMILY BUSINESS illustrates how the family enterprise can achieve sustained growth and continuity through generations. Available with InfoTrac (R) Student Collections http://gocengage.com/infotrac.

Exam Board: Salters Nuffield Level: A level Subject: Science / Biology First teaching: September 2015 First exams: June 2017 An ActiveBook is included with every Student Book, giving your students easy online access to the content in the Student Book. They can make it their own with notes, highlights and links to their wider reading. Perfect for supporting revision activities. Student Book 1 supports a standalone AS course and provides the first year of a two-year A level course; Student Books 1and 2 together support the full A level course. A cumulative approach to learning constantly builds on what has previously been learnt. Each topic is introduced within a wider context. Concepts are revisited and developed in later topics. Integrated math sand stats support directs students to online maths resources. Thinking Bigger spreads require students to use knowledge in new contexts and think about connections and develop essential assessment skills throughout course. Real-life articles engage students with current biological writing and develop scientific literacy skills needed for A level and beyond. Checkpoints consolidate knowledge through summarizing tasks Practical activities provide opportunities for students to practise their skills and develop understanding of practical requirements. Material has been updated to reflect revisions, additions and deletions to changes in the subject content.

HarperCollins is proud to present its range of best-loved, essential classics.

Is Mr. Heathcliff a man? If so, is he mad? And if not, is he a devil?

Set on the bleak moors of Yorkshire, Lockwood is forced to seek shelter at Wuthering Heights, the home of his new landlord, Heathcliff. The intense and wildly passionate Heathcliff tells the story of his life, his all-consuming love for Catherine Earnshaw and the doomed outcome of that relationship, leading to his revenge.

Poetic, complex and grand in its scope, Emily Bronte's masterpiece is considered one of the most unique gothic novels of its time."

The motivation for this particular law of obligations is the notion that the core assumptions of the dogmatic structure of each field, and of the law of obligations as a whole, can be expected to begin to show their imperfections more clearly the further one moves from the centre, and that this kind of examination affords an opportunity to reassess both the current premises in each field as well as the overall structure of obligations.