How do you provide exceptional service to demanding customers?

They're standing at your check-in desk, calling you on the phone, chatting with you online. Maybe they're seated in business class on your flight. Or eating at one of the tables you're waiting on. As a service employee, you encounter dozens or even hundreds of customers a day. Some of them are easygoing. With them, you can't go wrong. But some are demanding. They set the bar high and let you know it.

How should you serve these cus...

The introduction of laparoscopic surgery as a standard technique marked a revolution in operating theaters around the globe. Over thirty years later, almost every disorder in the thorax and abdomen eligible for surgery can be approached by endoscopic techniques. We have witnessed a unique journey of technical innovations that enables surgeons to work with this minimally invasive approach in the most complex procedures.

Benefits to the patient are clear, by reducing external and internal t...

The book is the extended version of the inaugural lecture given by Professor Petra Bárd on 21 September 2023 on the occasion of her taking up the Chair in Sustainable Rule of Law at the Research Centre for State and Law (SteR) in the Faculty of Law at Radboud University, Nijmegen.

Professor Bárd places the specific manifestation of rule of law deficiencies in the evolution of European criminal justice within a broader constitutional context. She has led the way in reframing the academic and...

EVERYTHING IS DESIGN.

THE PLANS WE MAKE, THE STORIES WE TELL, THE FUTURE WE BUILD TOGETHER.

EVERYTHING IS DESIGN.

Design thinking is often used as a method for conducting (research) projects. However, it is much more than that: It’s a way of looking at the world. When you once have used design thinking in a project, you will naturally become inspired by the design thinking mindset.

GETTING STARTED WITH DESIGN THINKING is 100% practical. After you became acquainted with the design thinking m...

The function of cognitive communication is to enable people and machines to acquire knowledge. The gain in knowledge lies in the information gained from the signals received. The links between information theoretical entropy and thermodynamic entropy and energy are explained in detail.

This series of booklets is particularly valuable for lecturers and students of communication and cognitive sciences and border areas, as well as brain researchers, philosophers, media technicians, linguists and...

'The Good, The Bad, and The Emoji: Mastering the Art of Review Data', delves into the fast-paced, interconnected world of online reviews. Discover the power of customer feedback as it shapes consumer behavior, builds trust, and determines product success. Navigate the complex landscape of customer feedback with a comprehensive guide to then sources, analysis, and applications of review data. A must-read for any marketer aiming to master the digital age.

Market sentiments play an essential rol...

This book is a collection of 81 inspiring and thought-provoking reminders, written by Kevin

Yoka. Kevin Yoka is a Belgian writer and storyteller. Who studied at the university of Ku Leuven.

In this book he shares some valuable lessons and inspiring reminders he has learned

throughout his journey at Ku Leuven.

Learned lessons about friendship, love and mental

wellness, through kindness and empathy.

One thing is sure. After reading this book, you will be inspired and know that nothing in your

...

A book to help nursing students understand how to respond to acute changes in health, using case studies and the patients' voice to bring the subject to life. It takes a systematic approach using the ABCDE method of health assessment.

Rules and codes for healthcare professionals continue to proliferate yet are unable to offer practical advice in specific circumstances. To help balance official rules with the variable, unique human element, David Seedhouse and Vanessa Peutherer explain what personal judgement is and how it can be applied routinely and effectively in everyday decision-making in healthcare.

This practical follow-up to Bray and McClaskey's first book brings theory to practice. Teachers will discover how to build a shared vision that supports personalized learning using the Universal Design for Learning (UDL) framework.