Using case studies and anecdotes from their work with over 200 companies, Diane Berenbaum and Tom Larkin demystify the most critical aspect of customer service: conversations employees have every day with customers. With their detailed 33 Points of MAGIC they show how any customer dialogue can be evaluated and measured for actual results.
Exploring the rich industrial heritage and cultural evolution of the Black Country, this book delves into its transformation from a rural landscape to a hub of coal mining and manufacturing during the Industrial Revolution. It highlights key historical events, influential figures, and the region's unique dialect and traditions. Through vivid narratives and illustrations, the book captures the essence of the Black Country's identity, showcasing its resilience and contributions to British history.
The unique history of the Black Country during the twentieth century