This book provides case studies to show what is meant by customer service: the value of satisfied customers, how to identify, meet and exceed customers' needs and expectations, and how to keep customer services under constant review and improvement. Case study examples include the Metropolitan Police and the East Sussex Health Authority. The author's previous book is Not for Bread Alone.

"The farm's creatures prepare for night and rest"--

It is December, and there are many things for the family to do around the farm to get it ready for winter.

From bestselling, award-winning author Fleming and beloved illustrator of the Maple books Nichols comes a giggle-inducing read-aloud starring a cast of comically grumpy barnyard animals. Sure to become a bedtime favorite. This funny and irresistible picture book feels like a classic in the making. When Pig plops into his sty at bedtime, he finds Cow fast asleep in his spot. "Go sleep in your own bed!" he squeals, and sends her packing. But when Cow finally snuggles down into her stall, she finds Hen sleeping there. So begins a chain reaction of snoozing barnyard animals being awakened and sent off to their own beds, until every last one is in just the right place. Young children will delight in repeating the refrain "Go sleep in your own bed!" and laugh at the antics of these hilarious—and very sleepy—farm animals. Praise for Oh, No! by Candace Fleming: *"Reads like an instant classic. Oh, yes! This is a terrific new picture book." —Kirkus Reviews, Starred *"It's a book with the feel of an old classic—and it may well become one." —Publishers Weekly, Starred "A winner for 3- and 4-year-olds." —The New York Times Praise for the Maple series by Lori Nichols: *“Readers will fall in love with Maple.” —School Library Journal, Starred “Utterly charming.” —The New York Times

All sheep wants is a good night's sleep!

A father describes for his son how each animal on the farm goes to sleep.

A father describes for his son how each animal on the farm goes to sleep.